Top 5 Common Online Customer Concerns and How to Spot Them

It’s crucial to be aware of the most typical customer service complaints in order to minimize customer attrition and the extent of negative feedback. To prevent your business from failing, you must be aware of what frustrates your customers and take proactive measures to address those issues.

While there are many things that a disgruntled customer might object to, evidence suggests that how your business addresses the issue is what actually turns them off.

Here are a few of the most typical customer complaints that discourage people from engaging with a company again.

  1. Long wait times to connect with a customer support representative.

Long wait times to chat with a support representative is the most frequent online customer complaint. Customers anticipate faster response times from web chat assistance.

You can use data analytics to track your customers’ wait times in order to anticipate any customer problems. If your hold times exceed industry standards or your response times exceed customer expectations, you can be experiencing churn. You might need to expand your customer care team or contract it out to a company if your personnel ratios are unbalanced in relation to the size of your customer base.

  1. Customer service representatives lack the necessary expertise or context.

According to 46% of customers, customer service agents frequently lack the expertise to address their issues. And 57% of people express their frustration at having to repeat information.

When customers contact customer service, they grow frustrated if they simply receive scripted responses that don’t help them with their issue. They become angry if they have already spoken to a customer service representative and have to start over because the new representative is unfamiliar with the details of the previous conversation.

In order to identify the direction of your customer service assistance, make sure your customer care systems can collect the context of their issue in advance.

  1. Inadequate follow-up

Customers frequently have differing expectations regarding the follow-up communication delivered if you are permitted to follow up on a case. While some customers would be more accommodating and wait for information on a regular basis, others would prefer to receive them promptly.

If your reps aren’t always upfront about the timing of responses, your customers might think you’ve forgotten about their problem.

  1. Agents aren’t cordial or polite

Terse communications or an inability to comprehend or properly address a question turn off customers. A communication failure is frequently the root of this kind of online customer complaint.

Ensure that every one of your agents has had adequate training in listening to customers with empathy, expressing regret for any problems, and accepting responsibility for them. Train your customer service staff to identify the many types of challenging customers they can encounter and to respond in line with each one’s communication style. A situation can be much improved by actively listening to the customer’s complaints, outlining your company’s stance and your plan to fix the problem, and then following up.

  1. Prioritise creating a positive customer experience.

Not only can customers complain about your company online or warn their friends not to use it, but they can also take their business elsewhere. While receiving a negative rating on a public review website can harm your company’s reputation, losing consumers in droves as a result of subpar service will be considerably more detrimental to your bottom line.

Although there are many reasons why customers might contact your customer care staff, it’s vital how your team reacts and how soon they handle it.

Ensure that they can speak with a member of the customer care team who is qualified to respond to their inquiries and has access to the relevant information. The customer’s level of satisfaction along with various aspects of their support experience can be quantified using a CSAT survey.

Recognizing customer dissatisfaction

Unhappy customers come in all shapes and sizes. Strong emotions such as regret, fury, or disappointment, are more likely to lead to grievances than just being dissatisfied, according to research.

It stands to reason that emotions are heightened when bad customer service has major consequences. Instead of spending vast amounts of money on dazzling the customer, give preference to eliminating the types of customer discontent that generate significant negative feelings.