Customer control

Customer controlAICX, Customer Experience, Customer Service, SupportIVR/Self-Service

The importance of customer control in increasing satisfaction

A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience. The message they take away is that their time or query isn’t important to the business. This lack of control intensifies dissatisfaction and annoyance. It leads to…
Helen Billingham
November 30, 2023