What can be considered a 'stranded customer'?

A 'stranded customer' refers to an individual who is waiting for assistance and perceives that their needs are not being addressed or that they are being ignored. This situation often arises in customer service scenarios where a customer may be on hold for an extended period, left without a response in live chat, or unable to progress due to a lack of engagement from the service team. When customers feel stranded, it can lead to frustration, dissatisfaction, and even abandonment of their inquiries or purchases.

In contrast, customers who have received prompt service or are actively engaged in conversation are experiencing the opposite of being stranded; they are receiving the attention they expect. Additionally, a customer who has completed their purchase is no longer in need of assistance in the context of service; thus they cannot be considered stranded. Understanding the concept of a stranded customer is critical in customer service as it emphasizes the importance of timely and effective communication, ensuring customers feel valued and attended to throughout their experience.