Why Your Retail Business Needs to Deliver the Best Customer Service

Why Your Retail Business Needs to Deliver the Best Customer ServiceSuccessful retailers know that delivering excellent customer service is key to their success. In an era where a single review on social media can have lasting consequences, it’s imperative to provide a good customer experience. These positive outcomes are the root cause to customer satisfaction and, ultimately, customer loyalty.

Here are a few statistics that help illustrate why customer service is so important.

The Good

Loyalty pays: 86% of consumers will pay more for a better customer experience.

Customers talk: When you provide your customers with great service, 81% will tell their friends and family about it.

Trust counts: 73% of firms trust recommendations from friends and family, while only 19% trust direct mail.

The Bad

Opinions matter: More than 60% of customers are influenced by other consumers’ comments about companies.

One strike and you’re out: 81% of Americans have decided never to do business with a company again because of poor customer service.

They’ll hang up on a poor experience: 6/10 Customers have ditched a company because its telephone customer service has been so bad.

So how are YOU doing?

It’s often hard to grasp exactly how your customers perceive your brand. Onholdwith.com is a great resource to see the impact a call center has on customer complaints – it details Twitter complaints from customers on hold, by industry or company.

For example, take a look at the retail category.  Today’s top offenders include Walmart, Best Buy and Ikea:

On Hold With Retailers

Retail Companies with Long Hold Times

 

What do they all have in common?  They could have avoided complaints like these if they employed a call-back solution like Fonolo.

By giving callers the option to replace hold-time with a call-back (for example, “press 1 to receive a call-back when the next agent is available“), companies can improve the customer experience while reducing cost-per-call.

Delivering the best customer experience while saving money is a win / win proposition.

How to Prepare Your Call Center for Black Friday and Cyber Monday

How can contact centers improve customer interactions during the most important retail season? We provide four ways you can get your call center into gear.

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