The research discovered two 'waves of abandonment" by consumers:
1, when transaction failed; and
2, when they received an unsatisfactory level of service after contacting the company
According to the survey, 53% of respondents that hit difficulties online would contact customer service. But of those, 49% said they did not have their issue resolved.
As a result, 52% of respondents that had bad experience with contact centre had stopped doing business with the company.
Mai
2A7208
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