Shopping: Consumers struggling to get help, frustrated by search efforts
- InsightTrendsWorld
- Apr 24
- 9 min read
Why it is the topic trending:
Poor Digital Customer Experience: The article highlights a significant pain point for consumers – the difficulty and frustration associated with finding information online during search efforts.
High Percentage of Frustrated Consumers: The statistic that 84% of consumers struggle to find information and 53% cite search as their biggest frustration underscores the widespread nature of this problem.
Growing Reliance on Self-Service: The report indicates that consumers are increasingly turning to self-service options, making the effectiveness of these tools crucial.
Demand for Instant Answers and AI Assistance: The findings reveal a growing expectation for quick solutions and a desire for AI-powered support in troubleshooting and information retrieval.
Skepticism Towards AI "Hallucinations": The article also touches on the negative experiences some consumers have had with AI, leading to mistrust and fact-checking.
Overview:
The article discusses the findings of Coveo's fifth annual CX Relevance Report, which surveyed US and UK customers about their digital customer experience. A significant majority of consumers reported struggling to find information online during search efforts, with many citing search as their biggest frustration. The report highlights a growing trend of consumers turning to self-service options and expecting instant answers, relevant content recommendations, and AI-guided troubleshooting. Despite this desire for AI assistance, skepticism exists due to experiences with AI "hallucinations," leading to fact-checking. The report emphasizes the paramount importance of minimizing customer effort and maximizing relevance in every digital interaction.
Detailed Findings:
84% of consumers struggle to find information during search efforts.
53% cite search as their biggest frustration in the digital customer experience.
Consumers are increasingly turning to self-service options.
There is a growing demand for instant answers in search results, relevant content recommendations, and AI-guided troubleshooting.
72% of customers abandon websites after negative experiences.
62% of customers are willing to try again by refining searches, using filters, or Browse site categories (especially Gen Z and Millennials).
69% of customers desire AI-powered resolutions.
48% want educational tools/guides.
44% seek AI-powered virtual assistants.
49% of customers have experienced AI "hallucinations," leading to widespread skepticism.
42% rate of fact-checking AI-generated answers.
53% of customers are still willing to share details for better, more personally relevant solutions (a rate that rises among Gen Z and Millennials to 60% and 62%, respectively).
Key Takeaway:
Consumers are increasingly frustrated with their online search experiences and are demanding more effective self-service options, including instant answers and reliable AI assistance. Businesses need to prioritize minimizing customer effort and maximizing the relevance of their digital customer experiences to prevent website abandonment and build customer satisfaction.
Main Trend:
"The Self-Service Struggle: Consumers Demand Better Online Search"
Description of the Trend:
This trend describes the increasing frustration and challenges consumers face when trying to find information through online search engines on websites and digital platforms. Despite a growing reliance on self-service options, the inability to quickly and easily locate relevant content is leading to negative customer experiences and highlighting the need for significant improvements in search functionality and overall digital customer experience.
What is Consumer Motivation:
Consumer motivation includes:
Desire for Efficiency: Wanting to quickly find the information they need without wasting time.
Need for Clarity: Expecting clear and easily understandable search results and content.
Preference for Self-Sufficiency: Increasingly turning to self-service as a convenient option.
Expectation of Relevance: Wanting search results and content recommendations that are directly related to their needs.
Seeking Solutions: Looking for answers to their questions or resolutions to their problems.
What is Driving Trend:
The trend is driven by:
Information Overload: Vast amounts of content online can make it difficult to find specific information.
Poor Website Search Functionality: Many websites lack effective and intuitive search features.
Irrelevant Search Results: Search algorithms may not always provide the most pertinent information.
Increasing Consumer Expectations: In an era of instant access, consumers have higher expectations for digital experiences.
Growing Adoption of Self-Service: As more consumers rely on self-service, the shortcomings of current systems become more apparent.
What is Motivation Beyond the Trend:
Beyond immediate information retrieval, this trend might reflect:
Value for Time: Consumers place a high value on their time and are frustrated by inefficient processes.
Empowerment Through Self-Service: When done well, self-service can empower users to find solutions independently.
Description of Consumers Article is Referring To:
The article refers to a broad range of consumers in the US and UK who engage with digital platforms and utilize search functions for information retrieval.
Age: Includes all age groups, but specifically notes the willingness of Gen Z and Millennials to refine searches.
Gender: Not specified as a differentiating factor.
Income: Not specified as a differentiating factor.
Lifestyle: Includes individuals who rely on the internet for information, customer support, and self-service solutions.
Conclusions:
A significant portion of consumers are frustrated by their online search experiences, indicating a critical need for businesses to improve the relevance and efficiency of their digital self-service options. Meeting the growing demand for instant answers and exploring reliable AI-powered solutions are crucial for enhancing customer satisfaction and preventing website abandonment.
Implications for Brands (Companies with Online Presence):
Prioritize Search Functionality: Invest in improving the accuracy, speed, and user-friendliness of website search engines.
Enhance Content Relevance: Ensure that online content is well-organized, easily searchable, and provides clear answers to common customer queries.
Explore and Implement AI-Powered Solutions: Consider integrating reliable AI-powered virtual assistants, educational tools, and guided troubleshooting features.
Focus on User Experience (UX): Design websites and digital platforms with a user-centric approach, making it easy for customers to find what they need.
Collect and Act on User Feedback: Continuously monitor customer experiences and use feedback to identify areas for improvement in search and self-service.
Implication for Society:
Inefficient online search can lead to wasted time and frustration for individuals seeking information or services online.
Implications for Consumers:
Consumers are actively seeking better tools and experiences to navigate the vast amount of information available online and resolve their issues independently.
Implication for Future:
We can expect to see a continued focus on improving online search technologies, with AI likely playing a significant role in enhancing relevance and efficiency.
Consumer Trend (Name):
"The Effortless Resolution Expectation"
Consumer Trend (Detailed Description):
This trend describes the increasing expectation among consumers for digital experiences that require minimal effort to find information or resolve issues. They expect quick, relevant, and accurate answers through self-service options, and any friction or difficulty in the process leads to frustration and potential abandonment of the platform.
Consumer Sub Trend (Name):
"AI-Assisted Self-Service Adoption"
Consumer Sub Trend (Detailed Description):
This sub-trend highlights the growing willingness of consumers to utilize AI-powered tools, such as virtual assistants and guided troubleshooting, within self-service environments, provided that these tools are reliable, accurate, and effectively address their needs.
Big Social Trend (Name):
"The Demand for Seamless Digital Experiences"
Big Social Trend (Detailed Description):
Across all industries, consumers are increasingly expecting seamless, intuitive, and efficient digital experiences that meet their needs quickly and effectively, and organizations that fail to deliver on this expectation risk losing customers.
Worldwide Social Trend (Name):
"Global Pursuit of Efficient Online Information Retrieval"
Worldwide Social Trend (Detailed Description):
Globally, internet users share the common desire for efficient and effective tools to find information and solutions online, making the challenges and demands highlighted in the article a widespread phenomenon.
Social Drive (Name):
"Maximizing Efficiency and Minimizing Frustration in Digital Interactions"
Social Drive (Detailed Description):
The underlying social drive is consumers' desire to make the most of their time and avoid unnecessary frustration when interacting with digital platforms, leading them to value and expect efficient and relevant self-service options.
Learnings for Brands to Use in 2025:
Consumers are highly frustrated with poor online search experiences.
Self-service is increasingly preferred, but needs significant improvement.
There is a desire for AI-powered resolutions, but skepticism remains due to past negative experiences.
Minimizing customer effort is crucial for customer satisfaction and retention.
Gen Z and Millennials are more willing to refine searches but still expect relevant results.
Strategy Recommendations for Brands to Follow in 2025:
Invest in upgrading website and platform search functionalities to ensure accuracy and relevance.
Develop comprehensive and easily accessible self-service knowledge bases and FAQs.
Explore and cautiously implement AI-powered virtual assistants and troubleshooting tools, focusing on accuracy and avoiding "hallucinations."
Conduct thorough testing and gather user feedback on self-service tools to identify areas for improvement.
Ensure clear and intuitive website navigation to complement search functionality.
Final Sentence (Key Concept) Describing Main Trend:
"The Self-Service Struggle: Consumers Demand Better Online Search" underscores the critical need for businesses to prioritize improvements in their online search and self-service capabilities to meet the growing expectations of consumers for efficient and frustration-free digital experiences.
What Brands & Companies Should Do in 2025 to Benefit from Trend and How to Do It:
To benefit from "The Self-Service Struggle: Consumers Demand Better Online Search" trend in 2025, brands and companies should invest in enhancing their online search functionalities and self-service options to provide customers with quick, relevant, and accurate information, ultimately minimizing frustration and improving the overall digital customer experience. This can be achieved by:
Implementing Advanced Search Technologies: Upgrade website search engines with features like natural language processing, typo tolerance, and the ability to understand user intent to deliver more accurate and relevant results.
Developing Comprehensive and User-Friendly Knowledge Bases: Create well-organized and easily searchable repositories of information, including FAQs, tutorials, and troubleshooting guides, to empower customers to find answers independently.
Strategically Integrating AI-Powered Virtual Assistants: Deploy AI-powered chatbots or virtual assistants that can effectively understand and respond to customer queries, guiding them through troubleshooting steps and providing instant support, while carefully monitoring and addressing issues of accuracy and "hallucinations."
Optimizing Content for Searchability: Ensure that all online content is tagged correctly, uses relevant keywords, and is structured in a way that makes it easily discoverable by both internal search engines and external search platforms.
Continuously Monitoring and Improving User Experience: Regularly analyze search data, gather customer feedback on self-service tools, and conduct user testing to identify pain points and areas for ongoing optimization and improvement.
Final Note:
Core Trend: The Self-Service Struggle: Consumers Demand Better Online Search
Detailed Description: Consumers are frustrated by ineffective online search and want better self-service.
Core Strategy: Invest in Enhanced Search Functionality and Reliable Self-Service Options
Detailed Description: Companies need to improve their website search and self-service tools to meet customer expectations.
Core Industry Trend: The Growing Importance of Seamless Digital Customer Experience
Detailed Description: Providing efficient and frustration-free online experiences is increasingly critical for businesses.
Core Consumer Motivation: Maximizing Efficiency and Minimizing Frustration in Digital Interactions
Detailed Description: Consumers want quick, relevant answers with minimal effort when interacting online.
Final Conclusion:
In the digital age, an effective online search and self-service experience is no longer a luxury but a necessity. By prioritizing improvements in these areas, brands can significantly enhance customer satisfaction, reduce frustration, and ultimately foster greater loyalty and engagement.
Core Trend Detailed: The Self-Service Struggle: Consumers Demand Better Online Search
Description: This core trend highlights the increasing frustration and dissatisfaction among consumers regarding their experiences with online search functionalities on various websites and digital platforms. Despite a growing reliance on self-service options for finding information and resolving issues, many users report significant difficulties in locating relevant content, leading to wasted time, increased effort, and negative perceptions of the digital customer experience. This struggle underscores a critical gap between consumer expectations for efficient and intuitive online search and the current capabilities offered by many organizations.
Key Characteristics of the Trend (summary):
Widespread Consumer Frustration: A significant majority of online users struggle to find the information they need.
Ineffective Search Results: Search engines often fail to deliver relevant or accurate answers.
Reliance on Self-Service: Consumers are increasingly turning to online resources for support.
Demand for Instant Answers: Expectations for quick and easy information retrieval are high.
Potential for Website Abandonment: Negative search experiences lead to users leaving websites.
Market and Cultural Signals Supporting the Trend (summary):
Coveo's CX Relevance Report: Reveals that 84% of consumers struggle with search and 53% cite it as their biggest frustration.
High Website Abandonment Rate: 72% of customers leave websites after negative experiences, often stemming from poor search.
Desire for AI-Powered Solutions: Indicates a hope that advanced technologies can improve search relevance and efficiency.
Skepticism Towards AI Hallucinations: Highlights the need for reliable and accurate search results, even from AI.
Willingness to Share Data for Better Results: Shows consumers are open to personalization if it leads to more relevant search outcomes.
How the Trend Is Changing Consumer Behavior (summary):
Increased Effort in Searching: Consumers are forced to try multiple search terms, use filters, and browse categories to find information.
Website Abandonment: Frustration with search leads to users leaving websites and potentially seeking alternatives.
Demand for Better Self-Service Tools: Consumers are actively looking for platforms that offer more effective search and support options.
Cautious Adoption of AI Assistance: While desired, users are wary of the accuracy of AI-generated answers and often fact-check.
Potential Shift to Human Support: If self-service search fails, consumers may resort to seeking direct customer support, increasing costs for businesses.
Implications Across the Ecosystem (summary):
For Brands: Poor search functionality can lead to lost customers, decreased satisfaction, and increased support costs. Investing in better search and self-service is crucial.
For Technology Providers: Highlights a significant market need for more advanced and user-friendly search solutions, including AI-powered options that are accurate and reliable.
For Consumers: Continued frustration with online search impacts their ability to efficiently find information and resolve issues, leading to a negative overall digital experience.
Strategic Forecast: The demand for effective online search will only intensify as consumers continue to rely on digital platforms for information and services. Organizations that prioritize and invest in improving their search capabilities will gain a significant competitive advantage, while those that fail to address this struggle risk alienating their customer base. AI is likely to play an increasingly important role in search, but ensuring accuracy and building trust will be paramount.
Final Thought: The persistent struggle consumers face with online search underscores a fundamental flaw in the current digital landscape. Addressing this issue through better technology, content organization, and a focus on user experience is essential for creating truly valuable and effective self-service environments that meet the expectations of today's digitally savvy users.
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