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Customer experience is now a cornerstone of business success. PWC research shows that up to 32% of customers will abandon their favorite brand after just one negative experience. Moreover, a NewVoiceMedia study revealed that in the U.S., poor customer service costs companies $75 billion annually. This alarming figure should not be ignored by any business.
The main reasons customers choose to leave include:
Customers increasingly expect businesses to offer seamless and effortless communication across various channels. Omnichannel communication has therefore become an essential part of modern customer care.
Technology plays a crucial role in optimizing customer experience, but it’s not enough on its own. A staggering 86% of customers say they would remain loyal to a brand if they felt a positive emotional connection with its representatives. This highlights the need for a balance between efficient automation and empathetic human interaction.
With well-designed processes and smart automation, businesses can handle routine inquiries faster, reduce costs, and still deliver high-quality care. However, for situations requiring personal contact, it’s vital to provide access to a live operator.
Surveys show that 54% of customers find current customer service insufficient. Common complaints include unhelpful staff, inconsistent services, and lack of knowledge among agents. On the flip side, businesses that deliver a positive customer experience are rewarded: 66% of customers remain loyal, and 65% recommend the brand to others.
In the age of digital transformation, the key to success lies in providing a seamless transition between automated processes and human touch. Companies that implement technologies such as AI chatbots, omnichannel platforms, and intelligent contact centers have a significant advantage over the competition.
At Daktela, we understand that customers value both efficiency and humanity. Our platform unifies all communication channels—phone calls, emails, social media, and chats—into a single, user-friendly interface. We offer solutions that combine cutting-edge technology with human empathy to ensure every customer interaction is a positive experience.
Try our solutions for free and discover how Daktela can help your business improve customer care. Your success begins with your customers. Be the brand they always turn to with confidence.
