Is Technology To Blame For Worsening Customer Service?

Is Technology To Blame For Worsening Customer Service?

cbsn-fusion-is-the-technology-to-blank-for-customer-service-corruption-thumbnail-1866558-640x360.jpg © Credit: CBSNews

If you want to file a complaint with Customer Service – Customer Service – you are not alone.

According to the National Survey of Consumer Anger released last month, 74% of Americans had a problem with a product or service in the past year, more than doubling that percentage since 1976.

Is technology to blame for ruining the customer experience?

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According to the survey, the biggest customer frustration is hearing long-winded claims before talking to a real person.

"People struggle with what I would call real interaction," said Scott Brotzman of Customer Care Measurement and Consulting, which conducted the survey.

Pruitzman attributes most of the problems to companies and products that rely more on automation and technology.

He noted that when companies rely on technology to serve customers, they "can inadvertently create additional barriers for consumers."

"Technology, despite all the advantages it offers us, when it comes to having a problem and solving it, in many cases it seems like an obstacle", said Protzman.

He added that customers are running out of patience and this problem may be related to the COVID-19 pandemic.

"Eight percent of people said one of the main reasons for increased rudeness was stress and conflict related to COVID," Preitzman said.

According to the survey, 43% of customers shout or raise their voice, and almost one in 10 are interested in "getting back" at staff.

Social media is also the mouthpiece of frustrated customers. Since 2020, the number of people filing and reporting business complaints online has doubled.

So what can people do?

Be nicer, Protsman said. "I think the customer service experience from both the staff and the customer side would benefit greatly from a good dose of friendliness."

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