top of page
aliceksend

The Problems With Customer Support & Why It's So Important

Every business needs to prioritize customer support because customers often face issues that must be resolved to keep things running smoothly. Effective support is important for maintaining customer satisfaction and loyalty, which are essential for the success of any business.






Table Of Contents:











  1. The Challenges of Traditional Customer Support


Nowadays, customer support are one of the most important indicators for having a successful business, as clients trust and feel more respected by business when there's good customer support.


Most customer support teams face issues as they are doing a repetitive boring task all day every day, no wonder they have so many screw-ups. If a customer asks a question and the agent messes up or tells them something wrong, you just lost that customer as they don't trust your business anymore. Especially if it was an important question. That's your problem, not the customers!


Cases like this happen every single day. In fact, 6 in 10 customer service agents say a lack of consumer data often causes negative experiences. (Zendesk).


When it's a bigger business and they have lots of inquiries, most of of the time customers face long response times. Even me, when I'm on phone with customer service and I get put on hold it makes me feel so frustrated. Businesses lose customers like that believe it or not!








  1. Impacts on Poor Customer support for Businesses



From all these issues, businesses will face problems and lose customers.


Ineffective support often leads to frustrated customers who feel their issues are not being addressed. When customers encounter unresolved problems, they are likely to abandon the brand in favor of competitors.


Nearly 90% of customers would switch to a different company if it could provide better CX. (Hyken).


When an individual faces a negative experience. In the age of social media and online reviews, one bad experience can be amplified quickly. They can also share their experience with friends/family or even acquaintances. Dissatisfied customers are more likely to share their negative experiences publicly, which can tarnish a brand's reputation. Negative word-of-mouth can deter potential customers, affecting both sales and brand image.








  1. Role of AI in Customer Support


Now there's hundreds of startups implementing AI in their startup, trying to improve on customer support. You might be wondering how much will that really help..? Doesn't AI cause problems as well?


Most of the time if the AI is programmed well, and the software is good. AI will function a lot better as a agent than an actual human because it will make fewer mistakes and will be quicker. Yes, it might be lacking a bit of emotional intelligence such as empathy or complete personalization, although humans can get upset and frustrated at customers and bots can't. Also another point to mention, most customer support agents work 9-5's on weekdays. Doesn't that say something? A lot of the time, most businesses get the most inquiries on the weekend. As that's when individuals have the time to send messages and that's when they're using the product the most (depending on what it is). Replacing AI with customer support, it's available 24/7. Which will resolve all customer's problems or challenges they are facing.







  1. The Future of Customer Support


Everyday customer support is rapidly evolving and new ideas are being created. Especially with all the advances we have with technology now. As we look to the future, several key trends and innovations are set to redefine how businesses approach customer support.


The trend toward AI-driven customer support will continue to grow, with more businesses adopting chatbots, virtual assistants, and automated workflows. These tools will handle an even greater share of inquiries, allowing human agents to focus on complex issues that require emotional intelligence and critical thinking. As humans responding to customer inquiries will soon stop and AI will most likely take over customer support. Who knows what it will look like 20 or 40 years from now, AI might be doing everything and humans will not have work anymore. Just joking or am I.


As AI takes over routine tasks, the demand for human agents with strong emotional intelligence will increase. Teams will need to develop skills in empathy, communication, and problem-solving to handle complex issues that require a personal touch. Which will probably be very possible as of how strong technology is now. Training programs will emphasize these soft skills to enhance overall service quality.


We see the future as bright and definitely innovative, but honestly who knows what will happen and what will change. We will just have to see...






Written by Alice Ksendzova


2 views0 comments

Comments


bottom of page