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Industry Research : 79% of UK Consumers Will Switch Brand if Trust Breaks Down

#contactcenterworld, @EpticaUK

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters (79%) of consumers saying they’ll leave a supplier that they don’t trust. At the same time, focusing on getting customer service basics right and listening to consumers will help brands more than advertising, with 63% of consumers ranking easy processes as a top three factor in building trust.

These are the headline findings of the 2019 Eptica Digital Trust Study, which surveyed 1,000 consumers on their attitudes to trust, as part of wider research into the customer experience offered by top UK brands.

If trust breaks down 79% of consumers said they’d switch from a brand, with nearly half (49%) doing it immediately. A further 10% said they remain but would spend less. Just 4% said they’d continue to buy from a brand at the same level. Men are faster to switch – with 52% moving to a rival immediately, compared to 45% of women.

Demonstrating the importance of customer service to trust, 59% of consumers said ‘giving satisfactory, fast and consistent answers’ to their questions was vital to loyalty. Respondents trusted recommendations from friends and family (52%) above review sites and social media (28%). Over a third (35%) said good advertising was the least important factor in building trust.

"Brands need to build trust if they want to create strong, long-term relationships with consumers," said Olivier Njamfa, CEO and Co-Founder, Eptica. "If trust breaks down, customers have no qualms in switching to rivals, making it vital that brands start by getting the basics right and start to listen. They need to act and deliver on their promises if they want to be successful in meeting rising consumer expectations."

Certain industries are more trusted than others, according to the research. Food retailers were trusted most (ranked first by 21% of respondents), followed by government (16%) and banks (12%). When asked who they least trusted, the top sectors chosen by consumers were automotive/garages (16%), tech/social media (15%) and insurance and government (both 10%). This provides opportunities for brands in these sectors – if they can increase engagement and build trust they will be able to differentiate themselves successfully from rivals and increase overall revenues.

The Study also found that consumers don’t feel that brands are listening to them. Just 8% said that their voices are being heard all of the time, with 74% believing brands pay attention to their views half the time or less. Given the actionable insight that customers can provide to improve processes, products and services, this shows that brands are missing out on essential intelligence that can transform their businesses.

#contactcenterworld, @EpticaUK

Today's Tip of the Day - Please Hold…

Read today's tip or listen to it on podcast.

Published: Monday, April 1, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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