Bangalore, India – May 22, 2024 – Consumer durables companies need to prioritize improving customer service experiences, according to a recent survey by Kapture CX. The survey, conducted by the leading customer experience (CX) platform provider, found that 51% of respondents identified poor customer service as their biggest pain point with kitchen appliances.
The survey highlights the growing importance of CX in the consumer durables sector. Appliances are prone to issues due to wear and tear, power outages, or even manufacturing defects. When problems arise, customers expect quick and efficient resolutions.
“In today’s competitive market, companies risk losing customers and growth by neglecting customer service,” said Gaurav Juneja, CRO of Kapture CX. “A strong CX platform empowers businesses to deliver seamless, personalized experiences across all touchpoints. This not only differentiates a brand but also protects its reputation.”
The survey underscores the need for technology adoption in the CX space. Kapture CX emphasizes the value of AI-powered chatbots and predictive analytics to streamline interactions and enhance efficiency.
Transparency and User-Friendliness are Key
The survey also shines a light on the importance of transparency and user-friendliness. Customers expect clear pricing structures with no hidden fees. Additionally, customer support channels should be easy to navigate. Complex processes and long wait times can lead to customer frustration and brand switching.
Customer-Centric Approach is Essential
The Kapture CX survey serves as a wake-up call for businesses to prioritize customer centricity. By combining technological solutions with well-trained employees, companies can build strong customer relationships and achieve long-term success.
About Kapture CX
Kapture is an enterprise-grade AI powered Omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Author
Navneet Kaur
Manager- Marketing
