New consumer research provides insights from over 1,200 consumers on how customer service departments can effectively handle customer service complaint through the use of customer appeasement coupons and gift cards.
Contact centers have been facing one of their greatest challenges in recent memory, spurred by the ongoing pandemic. With the drastic increase in calls comes higher levels of orders, but also periodic problems with orders. It’s easier to retain a customer than to acquire a new one, and forward-thinking organizations are taking customer appeasement to a higher level through the use of digital coupons and gift cards to instantly deescalate difficult situations when dealing with angry customers.
Key Takeaways
- Digital coupons or gift cards delivered immediately can help to curb difficult situations and retain the customer’s business.
- 78% of respondents have stopped doing business with a company after the company made an error with their order.
- This figure drops to a mere 19% if the company offered the customer a coupon or gift card to make good on the error.
- Immediacy in coupon delivery is critical, with 86% of respondents saying that they want to receive the coupon/gift card while speaking or chatting with the customer service rep.
The research includes several other insights on how consumers want brands and retailers to defuse these situations and retain their ongoing loyalty.
Click here to download the complete report.