June 6, 2023 | Montreal, QC and San Francisco, CA

Coveo Report: Bad Self-Service is Worse Than No Self-Service

2023 Customer Service Relevance Report shows the ghosting trend continues to swell as 60% of Gen Z respondents say they rarely or never complain about a negative digital customer service experience.

Coveo  (TSX:CVO), a leader in AI platforms that transform digital experiences with intelligent search, recommendations, 1:1 personalization, and merchandising, today released its 2023 Customer Service Relevance Report which found that in an uncertain economy, organizations are under pressure to retain and expand their customers. Ghosting has become more prevalent, and people will now leave your brand after only two or three negative experiences.

Across the demographics surveyed, customers expect their service and support experience to deliver the most relevant information throughout their engagement with a brand so they can make the most of a product or service. Although 87% of Gen Z respondents said they'll give brands more chances than other demographics, 60% of them said they'll abandon a brand without notice once those chances are gone. 

“While offering great customer service should be table stakes, many companies still miss the mark (and spend too much money) on doing everything except the fundamentals.” said Patrick Martin, GM of Service at Coveo. “Our report shows that customers want answers — is your company equipped to supply them? Because customer expectations are constantly evolving, you need to build an experience layer that works across all channels. That experience layer must sit on a flexible foundational platform that includes search and machine learning that allows you to meet your customers - wherever they are. There’s an opportunity to deliver the proactive experience your customers seek, and save money doing it.”

Customer Service Relevance Report 2023 key findings include:

Great products alone aren’t enough to keep customers:

  • Fifty-nine percent of Gen Z and 49% of Millennials say they will give a brand a third chance before abandoning it. Generation X (40%) and Baby Boomers (32%) are not quite so generous. It’s notable that the digitally native generation has more patience for a poor online experience — but that doesn’t mean that Gen Z will offer brands endless chances when it comes to service.

Rather than complaining, customers will ghost you:

  • 55% of respondents (up from 46% in 2022) say they rarely or never complain about a negative digital customer service experience. 60% of Gen Z respondents say they rarely or never complain to a company when they have a negative digital customer service experience.

No self-service is better than poor self-service

  • 50% say they would prefer no self-service option if it’s going to be a bad experience
  • A majority (50%) say they want to be able to see the actual answer within the search results, not just links
  • They want more intelligent chatbots (46%)
  • They want advanced filtering that lets you narrow the search to your exact need (44%)
  • They want to be able to search for help within the product you’re using (43%)
  • They want to get recommendations for content that has been helpful to others with a similar problem (33%)

Why customers will abandon a brand:

  • “It’s too hard to talk to an actual person” (overall 53%; Gen Z: 49%)
  • Getting conflicting information from customer service representatives (overall 46%; Gen Z: 43%)
  • Not being able to find the information on their own (overall 43%; Gen Z: 40%)

Industries with the worst customer service:

  1. Retail (36%)
  2. Utilities/service providers (33%)
  3. Health insurance (29%)
  4. Technology providers (27%)

As part of Coveo’s 2023 Customer Service Relevance Report, Arlington Research was commissioned to undertake an online study of 4,000 adults across the U.S. and UK aged 18+ who use a computer as part of their work in companies with 250+ employees. Responses were captured between January 12-25, 2023.

Download the full report here.

About Coveo

We believe AI is a competitive imperative to deliver the delightful and relevant digital experiences people expect, while maximizing profitability. Coveo accelerates the application of AI platforms in enterprises, helping them personalize and profitize every experience at scale.

The Coveo Relevance Cloud™ platform is a market-leading AI platform that enhances search, recommendations, personalization, and merchandising intelligence in digital experiences across commerce, service, website, and workplace applications. Coveo’s platform includes analytics, AI model testing capabilities, and can easily integrate into almost any digital user experience a large enterprise delivers. Our platform is cloud-native SaaS, multi-tenant, API-first, and headless.

Coveo has been a pioneer in the application of AI within the enterprise. Our Coveo Relevance Generative Answering capability, which integrates LLM technologies with Coveo’s platform to feed generative AI with a common, secure unified index and real-time content, helps to drive relevance at scale, consistent factuality, secure sources of truth across all channels, and specifically solves the key challenges found with other generative AI platforms for the enterprise.

We help hundreds of the world’s leading brands create tangible financial value. We believe our platform is differentiated by its sophisticated applied AI, designed to deliver highly relevant, bespoke digital experiences that drive superior business outcomes. In addition, our platform’s scalability, rapid time to value, enterprise-grade security and compliance, and native integrations with other third-party technology applications set us apart. We are a Salesforce Summit ISVforce Partner, an SAPⓇ Endorsed App, and an Adobe Accelerate Exchange Partner.

Coveo is a trademark of Coveo Solutions, Inc.

Stay up to date on the latest Coveo news and content by subscribing to the Coveo blog, and following Coveo on LinkedInTwitter, and YouTube.

Forward-Looking Information

This press release contains “forward-looking information” and “forward-looking statements” within the meaning of applicable securities laws (collectively, “forward-looking information”). This forward-looking information is identified by the use of terms and phrases such as “may”, “would”, “should”, ”could”, “might”, “will”, “achieve”, “occur”, “expect”, “intend”, “estimate”, “anticipate”, “plan”, “foresee”, “believe”, “continue”, “target”, “opportunity”, “strategy”, “scheduled”, “outlook”, “forecast”, “projection”, or “prospect”, the negative of these terms and similar terminology, including references to assumptions, although not all forward-looking information contains these terms and phrases. In addition, any statements that refer to expectations, intentions, projections, or other characterizations of future events or circumstances contain forward-looking information. Statements containing forward-looking information are not historical facts but instead represent management’s expectations, estimates, and projections regarding future events or circumstances.

Forward-looking information is necessarily based on a number of opinions, estimates, and assumptions that we considered appropriate and reasonable as of the date such statements are made. Although the forward-looking information contained herein is based upon what we believe are reasonable assumptions, actual results may vary from the forward-looking information contained herein. Certain assumptions made in preparing the forward-looking information contained in herein include, without limitation: our ability to capitalize on growth opportunities and implement our growth strategy; our ability to attract new customers, both domestically and internationally; the success of our efforts to expand our product portfolio and market reach; our ability to maintain successful strategic relationships with partners and other third parties; our future capital requirements; the available liquidity under our revolving credit facility; the accuracy of our estimates of market opportunity and growth forecasts; our success in identifying and evaluating, as well as financing and integrating, any acquisitions, partnerships, or joint ventures; our ability to execute on our expansion plans; and the future impact of the COVID-19 pandemic. Moreover, forward-looking information is subject to known and unknown risks, uncertainties, and other factors, many of which are beyond our control, that may cause the actual results, level of activity, performance, or achievements to be materially different from those expressed or implied by such forward-looking information, including but not limited to macro-economic uncertainties and the risk factors described under “Risk Factors” in the Company’s most recently filed Annual Information Form available under our profile on SEDAR at www.sedar.com. There can be no assurance that such forward-looking information will prove to be accurate, as actual results and future events could differ materially from those anticipated in such information. Accordingly, prospective investors should not place undue reliance on forward-looking information, which speaks only as of the date made.

Moreover, we operate in a very competitive and rapidly changing environment. Although we have attempted to identify important risk factors that could cause actual results to differ materially from those contained in forward-looking information, there may be other risk factors not presently known to us or that we presently believe are not material that could also cause actual results or future events to differ materially from those expressed in such forward-looking information. You should not rely on this forward-looking information, as actual outcomes and results may differ materially from those contemplated by this forward-looking information as a result of such risks and uncertainties. Additional information will also be set forth in other public filings that we make available under our profile on SEDAR at www.sedar.com from time to time. The forward-looking information provided in this press release relates only to events or information as of the date hereof, and are expressly qualified in their entirety by this cautionary statement. Except as required by law, we do not assume any obligation to update or revise any forward-looking information, whether as a result of new information, future events, or otherwise, after the date on which the statements are made or to reflect the occurrence of unanticipated events.

Highwire PR
Coveo
media@coveo.com
+1 418-263-1111

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