Every day, you pick up the phone innumerable times. But what must happen for you to pick up the phone and dial customer service? It turns out a lot.
To find out what people would rather do instead of speaking to customer service on the phone, Twilio asked OnePoll to conduct an survey of 2,000 Americans (Opens in a new window) . It was discovered that respondents preferred to spend a night in jail (22%), complete their taxes (30%), visit the dentist (28%), the DMV (25%), shave their heads (24%), and even go to the dentist.
Despite the fact that humans have evolved to detest phone calls, there is more at play here. 62% of poll participants said they have canceled a service or ended their association with a company as a result of poor customer care. On average, they reported spending over an hour on hold, and even then, the problem was only remedied 46% of the time.
The extra aggravating experiences of missing contract cancellation deadlines (46%), missing the window for product returns (44%), and losing on an item or service (41%) were reported by those who gave up trying to phone customer care.
According to survey respondents, these experiences could be improved if customers could address their problems without speaking to a live person on the phone (52%) and if they had several ways to get in touch with customer service (51%).
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