18 Game-Changing Customer Service Stats
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Transcript of 18 Game-Changing Customer Service Stats
18 InterestIng stats to get You
rethInkIng Your Customer servICe ProCess
42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic
user interfaces, and multiple applications. - Forrester
45% of US consumers will abandon an online transaction if their questions or concerns
are not addressed quickly. - Forrester
It is 6-7 times more costlyto attract a new customer
than it is to retain an existing customer.
- White House Office of Consumer Affairs
89% of consumers have stopped doing business with a company after experiencing poor customer service.
- RightNow Customer Experience Impact Report
Consumers are 2 times more likely to share their bad customer service experiences than they areto talk about positive experiences.
- 2012 Global Customer Service Barometer
26% of consumers have experienced being transferred from agent to agent without
any resolution of their problem. - 2012 Global Customer Service Barometer
A customer is 4 times more likely to buy from a competitor if the problem is
service related vs. price or product related. - Bain & Co.
33% of consumers would recommend a brand that provides a quick but
ineffective response. - Nielsen-McKinsey
17% of consumers would recommend a brand that provides a slow but effective solution.
- Nielsen-McKinsey
It takes 12 positive customer experiences to make up for one negative experience.
- Parature
Consumers prefer assistance over the following channels:
Phone (61%)Email (60%)
Live Chat (57%)Online Knowledge Base (51%)
“Click-to-Call” Support Automation (34%) - eConsultancy
45% of companies offering web or mobile self-service reported an increase in site
traffic and reduced phone inquiries. - CRM Magazine
81% of companies motivate employees to treat customers fairly, and 65% provide effective tools and training
to gain trust with their customers. - Peppers and Rogers Group
70% of buying experiences are based on how the
customer feels they are being treated.
- McKinsey
55% of consumers would pay more for a better customer experience.
- Defaqto Research
83% of consumers require some degree of customer support while
making an online purchase. - eConsultancy
Customer churn is attributed to the poor quality of customer service.
- Accenture Maximizing Customer Retention Report
A 10% increase in customer retention
levels result in a 30% increase in the value
of the company. - Bain & Co
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