Companies with the worst rated customer service in the U.S. 2020
Customer service in the U.S.
Good customer service is imperative for a company to do well and keep their customers. In 2020, 58 percent of customers in the United States have contacted customer service in the past month, while 40 percent of customers reported that they stopped doing business with a company as a result of poor customer service. This indicates that poor customer service is a significant deal breaker for a large part of consumers. The most used method to contact customer service is through voice channels, with 43 percent of respondents mentioning it as their preferred method.
Another tool used in customer service is chatbots. Chatbots are artificial intelligence used to respond via online messaging and replacing the human factor. If customers had accessibility to effective chatbots, they would have a variety of benefits. However, 64 percent of respondents say they expect to enjoy 24-hour service the most. On the other hand, 43 percent of respondents said that they would stop using a chatbot if they could deal with a real-life assistant. Additionally, 51 percent of customers reported that their number one dislike of using chatbots was that it kept them from using a live person.