Customer Service is a Holiday Hassel

Engaging customer service during the year can be stressful enough but consumers find it even more IS AHOLIDAY HASSLE frustrating during the holiday season. Service isn't always a sleigh ride for consumers but that doesn't mean they aren't doing something about it. CUSTOMER SERVICE 37 Would rather eat last year's fruit cake than contact customer service. 74% AVOIDANCE MUCH? Feel it's more 38 of a hassle to contact customer service during the holidays than any other time of the year. Would rather give money as a gift to avoid dealing with customer service THE HASSLE OF during the holidays. This means lost retail revenue. THE HOLIDAYS 91. It's no wonder that 91% of them believe that customer service Probably why only 36% of consumers have higher expectations for good should be better prepared for the holidays. customer service. TIDINGS OF CHEER WHAT ARE PEOPLE HASSLE FREE HOLIDAYS DOING ABOUT IT? People will be taking more control of their customer service experience during the holidays and may be moving away from the phone and using other channels such as chat, email and in-person. 67% 52. CHAT EMAIL CHAT 48% TEXT EMAIL ТЕXT SOCIAL IN-PERSON 33% SOCIAL IN-PERSON PHONE PHONE Best Channel Best Channel During the Year During the Holidays With low expectations of good service experiences, consumers won't be staying up waiting for the Service Santa this holiday season. But that doesn't mean they won't be trying. With an anticipated near-20 percent increase in customer service contact and an increase in non-voice channels, it's just not enough to offer multiple channels for customer service. Today's consumers want a consistent, seamless customer experience across all channels and all interactions. Survey conducted using the omnibus online services of TNS from October 9 – 13, 2013 among a national sample of 2,500 American 18+ (balanced to census), of which 2,201 have contacted aspect. customer service.