Common Customer Complaints: 8 Examples and Solutions

Prolonging wait time at call centers will agitate customers, who might feel that the call center is wasting their time. Customers often seek support when something goes wrong, especially in the SaaS world. As a customer service rep, you must be skilled at figuring out what’s going on, how to solve it, and how to communicate the process step-by-step to customers. Unfortunately, your customers may experience similar challenges when trying to reach you. Driven by a passion for Customer Relationship Management (CRM), SuperOffice makes award winning CRM software for sales, marketing and customer service. As the leading European CRM provider, SuperOffice is trusted by thousands of growing companies.

In fact, a customer complaint can provide an opportunity for you to showcase great customer service and win over a dissatisfied customer. If you carry a product or offer a service, both you and your employees are expected to be the experts. When customers have questions that can’t be answered or if they can’t find someone to answer their questions, you’ve got a problem. Customers can feel frustrated when they have to repeat themselves to support agents.

Aim For Resolution of Customer Issues

Despite the remarkable advancements made across customer support tools, the reason why many still prefer phone support is because of the human element. It gives customers a chance to explain their grievances with more clarity, and customer support agents to solve them, with more empathy and patience. Customer surveys are the most simple yet often the most effective way of understanding and what customers like and what they don’t. If you haven’t implemented customer surveys, a good way to start is by sending out a basic CSAT survey at the end of every interaction customers have with your brand. Over time, you can start sending across questionnaires that offer room for more open ended responses. When your business experiences a crisis or an outage, your customer support teams end up being put under a lot of pressure.

Some help desks also offer the ability to integrate with certain software that make tracking feature requests even easier. For example, Help Scout has a Jira integration that allows you to create feature requests or link to existing ones all without leaving the message. If you have any further questions, you can contact me directly through this message thread at any time. We also have where you can get in touch if you need us in the future.

Make sure your reps are engaged

Offering personalized and customized support can make your customers feel valued and set you apart from your competitors. In the age of automation, technology has remarkably transformed how we work and operate. Customer support teams are making use of technology to improve the quality and efficiency of their operations — be it in terms of process automation or data management and analytics. Monitoring your customer service performance is highly crucial in helping you understand whether your customer service strategy is working or failing and adopting corrective measures if need be. Expansion revenue refers to expanding revenue from the brand’s current customer base through up-selling and cross-selling.

Being proactive, not taking anything personally, and following up are also some examples of good customer service. This led many companies to implement systems online and by phone that answer as many questions or resolve as many problems as they can without a human presence. But in the end, there are customer service issues customer queries for which human interaction is indispensable, creating a competitive advantage. 93 percent of customers will spend more with companies that offer their preferred option to reach customer service. Channel preference can vary based on issue type so companies will want to provide customers with a choice of channels.

Companies must remember that great customer support and service, and eventually, customer success is a constant work-in-progress. They require a team that is driven, motivated, and rewarded for their efforts. Most importantly, they require time — the rewards will come slowly but surely.

• These programs can empower your customer service team with the knowledge of new techniques, tools, and skills to better serve customers and enhance their experience.
• Customer service is the direct one-on-one interaction between a consumer and a company representative.
• Support agents are often the first line of defense when dealing with dissatisfied customers or consumer complaints.
• In this post, we’ll break down the different types of customers complaints as well as the steps your team can take to resolve each one.

Customer service is an umbrella term for all interactions that enhance customer experience and help improve their relationship with the company. Net Promoter Score is one of the most important metrics that indicate customer loyalty and satisfaction. It measures the willingness of your customers to recommend your products and services to others. A high NPS score suggests that your brand’s relationship with its customers is healthy. Customer Satisfaction Score or CSAT, as the name suggests, is a key performance indicator used to measure how satisfied your customers are with your products and services. Omnichannel support is about offering customers an integrated and seamless customer experience.

Customer service agents must maintain a record of important customer data, collating information via order forms, feedback forms, email inquiries, complaints, etc. Most apps now have in-built chatbots which customers can use to get answers to some of the most common queries. And when your customers see that you are resolving their complaints in real-time, the customer churn rate reduces.

“Without our support team, it would be extremely difficult to operate as a company,” says Meg. Being unable to solve customers’ issues promptly can be reason enough for them to switch to your competitors. A study by Ascent Group found that 60% of companies that measured FCR for a year or longer reported improvements of up to 30% in their performance. This can help people to converse in any language they want at any time of the day. For instance, once a JetBlue customer posted on his Twitter handle that he couldn’t get Starbucks coffee because it was a small airport.

Thus companies which invest more in improving customer service operations, generally tend to grow at a better rate than the others in the market. For a truly stellar customer experience, all effort should be made to completely resolve the issue during the first call. Not only does it increase customer satisfaction, but it also reduces the load on the support team as a whole. Your service team is on the frontlines with customers every day so their feedback is invaluable for improving the customer experience.

Another fact is- satisfied customers are the best brand ambassadors that you can get for free. Because they spread positivity about your brand with word of their mouth. Moreover, their positive reviews will let others know how well the brand serves. Let’s introduce you to some of the best eCommerce customer support strategies that you should apply. This article will guide you through some solid customer service strategies that are applicable.