Aspect Software’s Consumer Experience Index Survey Shows How Self-Service, AI, Is Redefining How Consumers View Customer Service

Customer service is in decline – at least traditional customer service as we know it is. The number of people who contacted customer service over the phone declined 10 percent in the last two years and contact with customer service overall has dropped seven percent over the same period according to the latest findings from the 2017 Aspect Consumer Experience Index. What hasn’t declined, however, is the number of consumers who stopped doing business with companies because of poor customer service. That figure rose to 54 percent last year, up from 49 percent the year before, with the number of Millennials jumping eight percent. Basic lack of effectiveness – the ability to resolve issues to their satisfaction was the leading cause of defection.  Download the full survey results.

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