Introducing the Arise 2017 Customer Service Frustration Series
At Arise, we’re passionate about excellent service to our customers. Over the past 20 years, Arise has developed an on-demand, customer care platform-as-a-service (PaaS) which has helped brands deliver a superior service experience to their customers in every interaction at an affordable cost. You can see our mission to elevate your customer reflected in all our processes, architected into our technology, and carried out every day through our platform.
As we enter 2017, consumers expect more from their customer service experience, and if they aren’t satisfied, there are stiff consequences. Nearly half of customers reporting switching service providers after a poor experience, and 95% of customers sharing a bad experience with others.
Despite these stats, many companies find themselves caught between a rock and a hard place when it comes to improving their customer service operations – they want to take action but can’t because other strategic priorities take precedence. We created the Arise Customer Service Frustration Series to show the reality of customer service frustrations through proprietary and industry research and, more importantly, how addressing customer frustrations should be a top priority.
The Customer Service Frustration Series will deep dive on customer thoughts on topics like first contact resolution, language barriers, acceptable response times, channel accessibility, and more.
About the Author
Taylor Jones serves as the Senior Manager of Marketing & Business Development at Arise where he is responsible for managing digital marketing strategy and business development efforts. He has a keen interest in what companies need to create strong customer experiences and successful customer contact operations. Jones holds an MBA in Leadership from Queens University of Charlotte and a B.S. in Applied Mathematics & Spanish from the University of South Carolina Honors College.