Interacting with customers: their needs and frustrations - CloudCall

Interacting with customers: their needs and frustrations

Previously we have looked at perfecting the art of conversation, tactics for maximizing your communications and customer preferences for outbound contact. But what frustrates your customers? What happens when things go wrong? Let’s have a closer look at their needs and frustrations:

  • 60% of customers turn to email because it’s ‘on record’ and unpressurised, and 52% use it because they can take some time to think about what they want to say.
  • However, 42% worry it won’t get the response they need fast enough or if they’ll get a response at all. In fact, 35% of those surveyed followed up with an email straight away by another channel.
  • 56 % of customers use the phone as they believe it is the fastest way to get a definite response.

Customer facing businesses must develop their use of mobile communications to allow their customers to talk to them without talking, and feel confident that they will get a reply. Your customers are demanding choice in how they get in contact with you.

  • 87% believe it’s important they can use the right method for them at the right time.
  • 71% say it’s important they can text or use other channels if they don’t want to talk on the phone.
  • 68%* of people surveyed feel frustrated if they contact a company and they do not have their account history.
  • 50%* often find it hard to find the right time to talk on the phone, meaning that 56%* of people would like to be able to request a call back.

Being unable to resolve a problem or poor treatment can affect your customers, who have real and powerful emotional reactions to not having a satisfactory experience contacting your business.

Find out more about communicating with your customers in our insight piece Perfecting the Art of Conversation with Your Customers.

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Nicole Dopson

About Nicole Dopson

Nicole is the Content Marketing Specialist based at the CloudCall UK headquarters. She is passionate about creating content that informs and inspires. Outside of the office Nicole enjoys walking her dog and curling up with a good book.