Your Customer Has Explained It Once. Why Ask Them Again?
84% of respondents to my recent poll said making customers repeat their story destroys trust and adds frustration.
But the comments raised an even bigger question.
Why, after all these years of technological progress, are customers still having to explain the same problem twice?
Think about the experience.
A customer explains their issue to a chatbot. They're already frustrated. They finally reach a human adviser, only to hear:
"Can you explain what's happened?"
For the customer, it feels as though the conversation has gone backwards.
They've spent time explaining the problem, but the business hasn't carried that information forward.
And that creates unnecessary effort at precisely the moment the customer needs help.
Of course, there are worse things a business can do. But why are we still getting such a basic part of the customer experience wrong?
Technology should make life easier for customers, not create another hurdle they have to overcome.
If a customer wants to speak to a human, make that journey as straightforward as possible. And when they do, give the adviser the information they need to continue the conversation.
Simple? You'd think so.
I explored this very issue on the Customer Service Gold Dust Podcast (opens in a new tab), including why even major businesses get chatbots wrong.
🎙️ Listen to the full podcast episode here:
👉 Spotify (opens in a new tab)
I'd love to hear your perspective.
Are we designing technology around the customer, or expecting customers to work around our technology?
Share your thoughts in the comments.
I'm also inviting Heads of Customer Service and Customer Experience to join me on the Customer Service Gold Dust Podcast.
If you're leading a team, improving customer journeys or tackling challenges like this, I'd love to hear your story and share your insights with our community.
🎤 Interested in being a guest? Apply here (opens in a new tab)
If you’re looking for a speaker to talk about Customer Service, Team Building, Leadership or Company Culture, I’d love to hear from you. Click here to get started
Stay memorable,
Gavin