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According to digital marketing strategy firm RevLocal’s research, only 10.3% of consumers give up on a company after one bad experience while 89.7% give up after two bad experiences. The first bad experience is typically an issue a consumer has with a product or service not working as expected.

The “second chance” involves the consumer attempting to engage with the company for resolution. Seeking resolution usually involves a phone call, chat request, online self-diagnosis, or email. In many cases, the attempted resolution leads to a second bad experience, causing 89.7% of consumers to give up.

The Phone Call

Integrated voice response systems can lead to long hold times. This is where customer frustrations escalate. Beginning with a verification process, an automated representative attempts to ease customers’ frustration with a series of obsequious comments: “You are important to us,” and, “We value your relationship.” It’s impossible to know if you will ever reach an expert, wait on hold for an hour, or have to hang up and start the cycle again.


Chat works well if the representative is trained to resolve a customer’s specific issue and responds quickly. Most chat operators are trained as level-one support and eventually refer customers to the appropriate experts. Chat operators are typically overwhelmed by the volume and array of questions, causing a time lag on most chats. This is where customers get irritated.

Online Self-diagnosis

Companies have implemented slick AI tools to ask a series of prompted questions based upon the customer’s issue. The customer’s responses will automatically lead them to directions on how to resolve the issue. The theory around using AI to solve problems makes sense, but it’s not practical. Most customers don’t use the expected words in the AI algorithm to isolate an issue. Customers often get stuck in a loop of never-ending questions or receive answers that don’t actually help.


Emails are typically a customer’s last resort when solving a product or service issue. Whether an email is generated from a “contact us” form or sent to a specific address, a rapid response is rare. Customer help inboxes are filled with spam, making prioritizing emails difficult. Keeping a customer engaged through delayed email responses is frustrating, and most will give up.

Bottom line

Customers want to connect with the right person for immediate resolution when problems arise. EVAN360 is providing an online platform for companies to engage with customers in a new way, making the immediate resolution possible.

How EVAN360 Works

A customer places a request for IT support by selecting the category and type of help required along with brief notes. Qualified IT Professionals who are trained in the category/type of assistance needed are immediately notified of a customer request on their laptop or phone. The first qualified IT Pro to accept the request is immediately matched to the customer to provide support. The IT Pro can chat with or call the customer to resolve the issue. Once the issue is resolved, the session closes and customer feedback ratings are provided. This entire process is enabled through the EVAN360 platform.

EVAN360 IT Pros can monitor performance in real-time and measure productivity, customer ratings, response time, and resolution time. They can also capture unique information about each session for future product releases and online help tutorials.

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