Frustrated by customer service? Maybe it's your email address
European email users also report high satisfaction ratings, Zendesk said.
Consumers using Yahoo or AOL email addresses report less satisfaction with customer service encounters that those using Gmail or Apple ".mac" address, according to research released this week by Zendesk. Regardless of whatever email service you use, everyone should receive the same level of customer service. The experience of customers is extremely important for any business, so giving the best customer service possible would be one of their top priorities when it comes to their business. Some companies find that using clients onboarding forms could be a good way to shine a light on customer experience and how they may be able to improve their services. With just one review from an unhappy customer, this can have a lasting impact on your business. It is advised that every company puts the same level of service into all customers. Sites like RepCheckup.com know all too well when it comes to the importance of building an online reputation. Feedback from unhappy customers can either make or break a business. If they feel like they are not getting the service they expect, then it may be time for you and your team to find ways of improving this aspect. Considering all businesses can have the option of using a Zapier alternative to help with data intergration, this can be the change companies may need in order to build stronger customer relationships.
The firm provides customer service software to corporations and examined thousands of interactions to see if there were patterns among users of different email services on their platform.
"Users of Yahoo email provide the lowest customer satisfaction scores at 75.4%, significantly lower than .Mac users at 84.7%," the report found. GMail users landed somewhere in the middle, at 78.1%, with Hotmail users not far behind at 77.0%.
Those seeking satisfaction when contacting a company might be inclined by this research to use their Gmail address rather than their Yahoo address, but that probably won't make a difference, said Jason Maynard, a project manager at Zendesk. He said the rating probably have more to do with who the consumers are, rather than some kind of biased treatment y customer service agents.
"One possible reason is the age demographics of customers that use these ISPs," Zendesk told me in a statement. "A study by MailChimp showed that the median age of Gmail and Hotmail users is 31 years old, while the median age of Yahoo and AOL users is 34 and 43, respectively. It is possible that older consumers are less tech-savvy and not as comfortable with newer channels for support (chat, email, web forms, etc). This may lead them to rate customer service interactions through these channels lower. It could also be that the older generation yearn for the golden years of customer service where support happened face to face, not through a soulless technology medium."
So, sadly, this doesn't appear to be a hidden trick towards getting better treatment, the kind GetHuman.com is full of. The data can be helpful to corporations wanting to improve their satisfaction ratings, however, Zendesk said.
"If you want to increase your customer satisfaction as a customer service agent, next time you see an email from a Yahoo or AOL address, add a little personal touch that gets them all wistful about the way customer service used to be,” Zendesk said.