Understanding customer needs and frustrations - CloudCall

Understanding customer needs and frustrations

Have you seen our new eBook? It’s really rather good, so check it out here if you haven’t already! We discuss the secrets of keeping your customers happy with some really useful stats from our very own research. We take a look at some tactics for getting the most out of your conversations with your customers and what matters most to them. Afterall, isn’t customer satisfaction your main priority?

So what frustrates your customers? What do they need from you?

Let’s take a closer look at the stats:

  • 87% believe it’s important they can use the right method of contact 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 to hand.
  • 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.

One of the key themes from the research suggests that businesses must increase the use of mobile to allow their customers to talk to them, without actually talking. Customers are demanding choice in how they get in contact with you.

Likewise, not having the tools to be able to resolve issues quickly affects your customers. Many can have strong emotional reactions to sub-standard experiences of contacting your business.

Combining data and communication: it just…clicks.

There are great advantages to keeping all your communication data together. Syncing call data back into your CRM system keeps all customer information in one easily accessible place. Having access to everything you need for great conversations naturally builds better relationships, keeping your customers happy. It just clicks.

You can request a call back from our team to find out more about our wide range of features that can help keep your customers happy.

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.