Consumers Want Quick, Easy Customer Care

Digital and unassisted channels continue to rise as consumers look for quick and easy customer care, says a survey by Hinduja Global Solutions (HGS), a business process management company. Only 10 per cent of consumers say resolving their customer care issues has gotten easier in 2021, compared to an average of 34 per cent over the past three years. Consumer's rank ‘fair and honest treatment’ (29 per cent) and ‘quick and easy process’ (25 per cent) as most important when dealing with customer care to resolve their issues. In 2021, 64 per cent of consumers used the phone to engage with customer support. Yet, consumers indicated a lower preference for voice (40 per cent) and a higher combined preference for text message-based support (39 per cent) and self-help (15 per cent) if they knew their issue was going to be resolved. HGS says investments are still needed to address rising customer expectations. Consumers rank improving the customer care experience as the top opportunity where brands can improve at 53 per cent.