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Coveo Research Reveals Customers Lost Patience Over Poor Service


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2022 Service Relevance Report shows poor customer service affects brand loyalty for 96% of customers

MONTREAL and SAN FRANCISCO, March 10, 2022 (GLOBE NEWSWIRE) — Coveo Solutions Inc, (TSX: CVO), a leader in AI-powered relevance platforms that transform search, recommendations and personalization in digital experiences, today announced the second annual Relevance: The Service, which revealed that 96% of people believe that poor customer service experiences affect their brand loyalty.

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Across all demographics surveyed, customers expect the service and support agents they interact with to be consistent, accurate, and prompt. In fact, 22% said they would abandon a brand if given conflicting information. As demand for customer self-service continues to grow, more than 52% of baby boomers will abandon a brand if they can’t reach an agent, while 40% of Gen Z will abandon a brand if they can’t. not solve it on their own site. own.

Unfortunately, many customer service agents lack the tools, technology, and knowledge to deliver the relevant service experiences customers demand today. Despite significant advances in enterprise search, customer insights, and knowledge management, agents still struggle to quickly access the right information at the right time. They are buried under a mountain of useless information – 41% of the information the average agent receives every day is not relevant to their job.

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“Service is a critical component to keeping customers happy and ultimately maintaining brand loyalty,” said Sawan Deshpande, vice president and general manager of service at Coveo. “But every customer journey is unique, and no single agent can capture the nuance of every support touchpoint. AI can not only give agents a deeper understanding of a specific customer’s journey, but also provide them with relevant information when they need it most. »

2022 Relevance Report: Key findings from the service include:

Three strikes and a mark is out

  • Customers are losing patience faster than ever. 76% of customers said they would abandon a brand after three negative service experiences, an increase of 3% from last year’s report.
  • Meanwhile, the “one and done” mentality is on the rise. 12% of customers would abandon a brand after just one negative service experience.

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Service could be worse than companies think

  • Customers will frequently leave a brand with no indication of dissatisfaction – no complaints, survey responses, or social media calls. 46% of customers said they rarely or never complain about bad experiences, up from 44% last year.

Generations define good service differently

  • Younger generations prefer self-service. 40% of Gen Zers said they would abandon a brand if they couldn’t solve a problem on their own.
  • But overcommitting to call diversion is a mistake, as more than 52% of baby boomers will abandon a brand if they can’t talk to a person.

Conflicting information turns customers away

  • 22% of customers said they would abandon a brand if they received conflicting information from customer service representatives.

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As part of Coveo’s 2022 Relevance Report: Service, Arlington Research was commissioned to undertake a study in the UK and US to uncover trends in e-commerce, customer services and the digital workplace . The survey included a nationally representative sample of the working population in the UK and the US, with 4,000 adults aged 18 and over, evenly distributed between each country. All of the respondents were people who use a computer for work, in companies with more than 250 employees. This second installment focused on trends relating to customer service and support.

Download the full report here.

About Coveo
We believe relevance is essential for businesses to win in the new digital experience economy, to serve people the way they expect, and that applied AI is imperative. Coveo is a market-leading AI-powered relevance platform. Our native, multi-tenant SaaS platform injects search, recommendation and personalization solutions into digital experiences. We provide solutions for commerce, services, websites and workplace apps. Our solutions are designed to deliver tangible value to our customers by helping to drive conversion and revenue growth, reduce customer support costs, increase customer satisfaction and website engagement, and improve skills and employee satisfaction.

Our AI powers relevant interactions for hundreds of the world’s most innovative brands and is supported by an extensive global network of systems integrators and implementation partners.

Coveo is a trademark of Coveo Solutions, Inc.

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