18 Game-Changing Customer Service Stats
-
Upload
salesforce -
Category
Technology
-
view
99.333 -
download
2
Transcript of 18 Game-Changing Customer Service Stats
![Page 1: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/1.jpg)
18 InterestIng stats to get You
rethInkIng Your Customer servICe ProCess
![Page 2: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/2.jpg)
42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic
user interfaces, and multiple applications. - Forrester
![Page 3: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/3.jpg)
45% of US consumers will abandon an online transaction if their questions or concerns
are not addressed quickly. - Forrester
![Page 4: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/4.jpg)
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
![Page 5: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/5.jpg)
89% of consumers have stopped doing business with a company after experiencing poor customer service.
- RightNow Customer Experience Impact Report
![Page 6: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/6.jpg)
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
![Page 7: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/7.jpg)
26% of consumers have experienced being transferred from agent to agent without
any resolution of their problem. - 2012 Global Customer Service Barometer
![Page 8: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/8.jpg)
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.
![Page 9: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/9.jpg)
33% of consumers would recommend a brand that provides a quick but
ineffective response. - Nielsen-McKinsey
![Page 10: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/10.jpg)
17% of consumers would recommend a brand that provides a slow but effective solution.
- Nielsen-McKinsey
![Page 11: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/11.jpg)
It takes 12 positive customer experiences to make up for one negative experience.
- Parature
![Page 12: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/12.jpg)
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
![Page 13: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/13.jpg)
45% of companies offering web or mobile self-service reported an increase in site
traffic and reduced phone inquiries. - CRM Magazine
![Page 14: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/14.jpg)
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
![Page 15: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/15.jpg)
70% of buying experiences are based on how the
customer feels they are being treated.
- McKinsey
![Page 16: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/16.jpg)
55% of consumers would pay more for a better customer experience.
- Defaqto Research
![Page 17: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/17.jpg)
83% of consumers require some degree of customer support while
making an online purchase. - eConsultancy
![Page 18: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/18.jpg)
Customer churn is attributed to the poor quality of customer service.
- Accenture Maximizing Customer Retention Report
![Page 19: 18 Game-Changing Customer Service Stats](https://reader034.fdocuments.in/reader034/viewer/2022052509/55d49dd4bb61ebaa2c8b4628/html5/thumbnails/19.jpg)
A 10% increase in customer retention
levels result in a 30% increase in the value
of the company. - Bain & Co
$$$$$$$$$$$$$$$
$$$$$$$$$$$$$$$
$$$$$$$$$$$$$$$
$$$$$$$$$$$$$$$
$$$$$$$$$$$$$$$
$$$$$$$$$$$$$$$