In this technology-driven age, companies are constantly implementing new and innovative technologies in order to improve their customer service. Although this is great in theory, the amount of time they actually spend on perfecting and improving these strategies seems to be lacking significantly, and leads us to question where their priorities lie. You would think that instrumenting new strategies in order to improve their customer service would include making sure those networks are up and running efficiently, but that isn’t always the case.
According to this Linkedin poll done by Empirix, companies do very little in order to prevent technological hiccups in new contact center technologies, which inevitably deters customers. Although over half of companies do test manually, these surprisingly low statistics show that companies aren’t putting in their best efforts to make sure their new contact strategies work. Customers are not pleased at all when the resource they’re using to receive help from the company doesn’t work properly, and it deters them from utilizing the company in the future. Here everyone loses; customers don’t get the help they need, and companies lose valuable customers.
Now, what can we do about this? As customers, you can make your voices heard. Providing companies with feedback helps immensely, and the more feedback companies get telling them to fix their technological issues, the more pressure will be put on them to do so before introducing a new technology in the future. As a company or customer service representative, you can make sure your business is on top of fixing those issues before they begin. Customers want to feel valued, so let’s raise that 18% who perform automate testing to 100%, by raising awareness of how important it is that companies test their software before introducing it!