When customers call your customer service more than twice, they are 54% more likely to express dissatisfaction during the call.
In fact, Customers mention repeat calls in over 6% of the overall conversations. In addition, there is often lower customer satisfaction and increased workload associated with this type of call.
If you want to avoid repeat calls, it may be a good idea to give your employees increased access to knowledge databases that make it easier for them to respond to customer inquiries during the first call.
Read more about how you can make information seeking easier for your employees in the articles below.