What is Customer Frustration

What does customer frustration mean? 

Customer frustration occurs when a customer feels annoyed due to a negative interaction with a company --- which can happen because of poor products, bad retail experiences or lousy customer service. It's often triggered when customers feel powerless to resolve their issues. Inefficient processes, incompetent staff and long wait times make this feeling of dissatisfaction worse. That’s why keeping frustration levels low is essential because high frustration can lead to customer churn, damaging the business's reputation and bottom line. 

Some of the points of friction that cause customer frustration are: 

• Siloed or conflicting information from contact center agents 
• First contact resolution failure forcing customers to re-explain their issues. 
• Limited or inconvenient customer service types frustrate customers needing help quickly. 

Now that you understand the meaning of customer frustration, let’s jump into how you can reduce customer frustration. 

How to reduce customer frustration 

Here are three of the most effective ways you can use to reduce customer frustration. 

• Use generative AI in customer service to discern intent, tone and sentiment in customer speech with sharp precision. 
• Integrate customer data with a tool to unify and manage CX and eliminate repetitive explanations. 
• Use predictive CSAT capability to proactively identify points of dissatisfaction for timely fixes.