Let’s face it—customer service is more important than ever, yet so many industries are still struggling to keep up. We hear a lot about digital transformation and customer expectations, but when you actually look at the data, it’s mind-boggling how little has changed. It's almost like everyone is talking about the future of customer service... but nobody's actually doing anything about it.
Trust me, the numbers don’t lie. It's not until you really dig into the data that you realize just how bad things are—especially in the US and Europe. Customer dissatisfaction is everywhere, and it’s glaringly obvious that some sectors are way behind on using tech to fix this. Here’s why that’s happening:
1. E-Commerce: Still Playing Catch Up
E-commerce has exploded, right? I mean, it’s basically the way of the future. But here’s the kicker: 66% of customers say they've ditched a purchase because of bad customer service. And with how fast online shopping has grown, that number should be way lower. So why aren’t e-commerce brands stepping up their game?
Here’s where it gets interesting: Many brands are still relying on outdated customer service practices, and it’s costing them. Despite all the talk about AI, chatbots, and CRM systems, only about 25% of e-commerce businesses are really tapping into AI to handle customer service. That’s wild when you consider how simple it could be to use AI to give customers quick responses, personalize their experience, and solve issues in real-time.
The data’s clear:
- 91% of customers expect a quick response.
- And if you respond within an hour? You’re 7x more likely to convert that lead.
So why aren’t more businesses using AI to answer simple questions, or chatbots to guide customers while they shop? The tools are available—all our AI extensions plug into any tech stack. It’s just a matter of using them.
2. Healthcare: A Sector That Should Be Leading, But Isn’t
We all know healthcare is one of the most critical industries when it comes to customer service, yet 40% of patients say they’re dissatisfied with the service they get. If there's one sector that should be prioritizing excellent service, it's healthcare, right?
So what’s the problem? Even though there’s been a ton of buzz about digital transformation in healthcare, the reality is that only 30% of healthcare organizations are actually using tech to improve patient experiences. And patients are taking notice. They’re looking for faster, more efficient ways to communicate—especially with the rise of virtual care. But guess what? Only 60% of patients expect virtual care, and many healthcare systems still aren’t offering it.
The numbers are shocking:
- 42% of patients would switch to a competitor if their provider didn’t offer efficient digital services.
- Yet, only 30% of healthcare organizations have integrated digital tools to streamline service.
In healthcare, every second counts. Virtual care, online booking, and AI-powered chatbots could make a massive difference, and it’s honestly baffling that more hospitals and clinics aren’t jumping on these solutions.
3. Telecom: How Can It Be This Bad?
Telecom companies are infamous for bad customer service. Seriously, the complaints are endless. In fact, a Consumer Reports survey found that telecom companies have the lowest satisfaction ratings across all industries. And yet, they’re still dragging their feet when it comes to improving the customer experience.
What’s going on? There are tools to make customer service better, faster, and more efficient—but they’re not using them. AI-powered chatbots, predictive analytics, and automated systems are just sitting there, waiting to be used. And we make it easy - seamless integrations with a quick, agile team to support every step of the way! And 75% of telecom companies aren’t even taking advantage of them. They’ve been talking about digital transformation for years, but where’s the action?
The stats are eye-opening:
- 56% of customers have abandoned customer service requests because they were tired of waiting.
- 83% of customers expect telecom companies to proactively solve issues before they even call in.
With all the tools out there, telecom companies could drastically reduce wait times, improve issue resolution, and boost satisfaction. But for some reason, they’re still relying on old-school call centers and manual systems. Why?
So, What’s the Deal?
Here’s the thing—these sectors all have the potential to revolutionize customer service, but they’re not taking the leap. We’re talking about tools that are already available, ready to use, and proven to work. And yet, they’re not being used enough, even though customers are crying out for better experiences.
The data’s clear: Customers are dissatisfied, sectors are lagging behind, and technology can solve it. It's time for these industries to stop just talking about digital transformation and start doing something about it. If they don’t, they’re going to get left behind.
At Mplus, we’ve seen first-hand how our powerful AI-driven extensions in customer service can be. It’s not just about making things easier—it’s about delivering the experience customers expect and boosting your business in the process. But, at the end of the day, it all comes down to this: The technology’s there. Now it’s time to use it.
