COMMUNICATIONS SERVICE PROVIDERS
COMMUNICATIONS SERVICE PROVIDERS
ILLUSTRATION PROVIDED BY ADOBE STOCK
ATTENTION
CSPs : CONSUMERS NEED HELP ! NEW REPORT CALLS FOR CSPs TO ALLEVIATE LATE PAYERS ’ STRESS .
BY TIFFANY KAMINSKY , SYMEND
Whether you pick an economic pundit or a social commentator , you ’ ll be hard-pressed to find anyone who disagrees that consumers are experiencing a once-in-a-generation level of change in everyday life .
Record high inflation , economic downturns , and widespread geopolitical uncertainty are combining to create unprecedented challenges that many consumers haven ’ t faced before .
Consumers are uncertain , exhausted , and fearing for their financial future . But the extent to which the turbulence has been affecting their bill paying behavior — and their wider relationships with communications service providers ( CSPs ) over the past year — has largely been anecdotal . Until now .
46 CONTACT CENTER PIPELINE
HOPE AMID THE HARDSHIP
The Symend 2023 Consumer Report — based on a survey of consumers across North America — has revealed the depth and intensity of the struggle being endured by so many during the past year .
Inevitably , this struggle has been negatively affecting consumers ’ sense of security , their state of mind , and their general decision-making : especially when it comes to transacting and engaging with CSPs , among other providers competing for consumer mindshare .
But along with these worrying findings , the report delivers insights into how service providers can help alleviate stresses being faced by their customers , while improving their economic situations and generally protecting their mental wellbeing .
In many ways , the report represents a collective call for understanding , empathy , and help from consumers . It ’ s a call that comes with a clear articulation of the next steps CSPs need to take . But before setting these out in detail , let ’ s take a look at four major challenges consumers are facing .
CONSUMERS ARE UNCERTAIN , EXHAUSTED , AND FEARING THEIR FINANCIAL FUTURE .