Customers are raising the bar for customer support and they want nothing but the best! They want fast, efficient, 24/7 assistance, and a personal touch with cutting-edge technology. To get a better understanding of what consumers are seeking in their customer support, Our partner’s at Zoom teamed up with Morning Consult to conduct a survey. The results are in and they show that consumers have sky-high expectations and businesses need to step up their game.

When it comes to customer support, customers are quick to switch brands if they have a negative experience. A whopping 59% of respondents said they would ditch a brand after just one or two bad experiences. Long wait times and inaccurate resolutions were the main culprits for these negative experiences. But it’s not just about losing one customer, a negative support experience can also harm a brand’s reputation. 57% of respondents would tell their friends and family to steer clear of the company, and over a third would write a negative review or mention the company on social media.

Automation is becoming a hot trend in customer experience (CX) as businesses look for ways to create a more personalized and efficient experience. Chatbots have already gone mainstream with 67% of consumers having used them at least once in the past year. 81% of those users had a positive experience, and 72% of chatbot power users (who use chatbots more than once a month) were more likely to write a positive review after their interaction.

Customers also want more video support, with half of them considering using live video to get help. But, only 24% have actually used live video support. Video support provides a rich and interactive experience that can enhance a brand’s reputation.

To deliver a top-notch customer experience, businesses need to focus on enhancing the agent experience as well. Agents need real-time information and the tools to resolve issues quickly and efficiently. Automation can help free up agents from handling repetitive cases and allow them to focus on complex issues. Integrating data and contact center platforms can make agents even smarter and faster.

The survey results show that there’s a direct link between revenue and customer experience. Customers are twice as likely to buy from a company after a positive support experience (87%) than after a negative one (35%). This correlation between revenue and customer experience will drive CX trends and strategies in the coming year.

At VIcom, we know how crucial it is to provide exceptional customer support. That’s why we offer an omnichannel contact center and conversational AI solution to meet all your customer experience goals. Whether you need live human support, chatbots, or video assistance, we’ve got you covered. Don’t let your customer support fall short – take control and create the best possible customer experience with us. Fill out the form on our blog and let’s chat about how we can help you exceed your customers’ expectations. Fill out the form below and we’ll be in contact!