Responses were captured between January 12-25, 2023. and UK aged 18+ who use a computer as part of their work in companies with 250+ employees. Industries with the worst customer service:Īs part of Coveo’s 2023 Customer Service Relevance Report, Arlington Research was commissioned to undertake an online study of 4,000 adults across the U.S. Not being able to find the information on their own (overall 43% Gen Z: 40%) Getting conflicting information from customer service representatives (overall 46% Gen Z: 43%)

“It’s too hard to talk to an actual person” (overall 53% Gen Z: 49%) They want to get recommendations for content that has been helpful to others with a similar problem (33%) They want to be able to search for help within the product you’re using (43%) They want advanced filtering that lets you narrow the search to your exact need (44%) They want more intelligent chatbots (46%) No self-service is better than poor self-serviceĥ0% say they would prefer no self-service option if it’s going to be a bad experienceĪ majority (50%) say they want to be able to see the actual answer within the search results, not just links It’s notable that the digitally native generation has more patience for a poor online experience - but that doesn’t mean that Gen Z will offer brands endless chances when it comes to service. Generation X (40%) and Baby Boomers (32%) are not quite so generous. Great products alone aren’t enough to keep customers:įifty-nine percent of Gen Z and 49% of Millennials say they will give a brand a third chance before abandoning it. There’s an opportunity to deliver the proactive experience your customers seek, and save money doing it.”Ĭustomer Service Relevance Report 2023 key findings include: That experience layer must sit on a flexible foundational platform that includes search and machine learning that allows you to meet your customers - wherever they are. “Our report shows that customers want answers - is your company equipped to supply them? Because customer expectations are constantly evolving, you need to build an experience layer that works across all channels. “While offering great customer service should be table stakes, many companies still miss the mark (and spend too much money) on doing everything except the fundamentals.” said Patrick Martin, GM of Service at Coveo. Although 87% of Gen Z respondents said they'll give brands more chances than other demographics, 60% of them said they'll abandon a brand without notice once those chances are gone. Ghosting has become more prevalent, and people will now leave your brand after only two or three negative experiences.Īcross the demographics surveyed, customers expect their service and support experience to deliver the most relevant information throughout their engagement with a brand so they can make the most of a product or service. MONTREAL and SAN FRANCISCO, J(GLOBE NEWSWIRE) - Coveo (TSX:CVO), a leader in AI platforms that transform digital experiences with intelligent search, recommendations, 1:1 personalization, and merchandising, today released its 2023 Customer Service Relevance Report which found that in an uncertain economy, organizations are under pressure to retain and expand their customers.

Coveo Service Relevance Report 2023 - Bad Self-Service is Worse Than No Self-Service

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