Successful 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.
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.
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.
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.
Free Whitepaper: Eliminating Top Call Center Complaints
Consumers continue to rank live agent conversations as the most effective channel for resolving issues. Yet the call center experience is often a nightmare because of waiting on hold, navigating phone menus and repeating information to agents. Understand these complaints and how your call center can eliminate them.
You will learn:
- Why the voice channel is more important than ever
- What frustrates callers the most
- The impact of bad customer service
- How to eliminate common call center complaints
- The impact of the cloud