Whether you provide most of your customer service through email, social media, call centers, or your in-house call agents, your main goal is to provide customers with the best possible experience.
With customer experience gaining in importance each day, your company risks losing the most loyal of brand advocates if you don’t focus on what you can to improve their experience. Consider what your customers want, what your competitors are doing and how you can improve while you read these 10 surprising stats.
1. Despite the rapid growth of social media, online chat, and other online customer service technologies, 79% of consumers would prefer to contact a customer service center over the telephone (Nuance).
2. Training is paramount for customer service representatives and anyone in your business who handles incoming client communications. Employees who are knowledgeable and engaged deliver a better customer service experience – which is reflected in the fact that these employees also close 33% more sales (Bluewolf).
3. Customer satisfaction is considered the most important call center metric by more than 60% of customer service managers. In addition, managers also track first call resolution, average handle time, and wait time in order to determine how successful their customer contact center is (2012 Ovum Logmein Customer Experience Report).
Related: The Savvy Customer
4. Small improvements in customer service can have enormous financial ramifications. For the average customer contact center, a 1% improvement in first call resolution would result in a $276,000 reduction in annual operational costs (Bluewolf).
5. Two-thirds of consumers would be willing to spend more with a company – 13% more, on average – following an excellent customer service experience. In comparison, 55% of customers would cease buying from a company that provides poor customer service (The 2012 American Express Global Customer Service Barometer).
6. Eservice – customer service provided over online means such as company websites, social media, and online chat – is expected to grow by 53% in 2013. Social media as a whole will grow 37% (Bluewolf).
7. Customers who interact with companies online do so for the following reasons: to pursue a customer service issue; to provide public praise for the company’s good customer service; to share their customer service experience with the company’s other customers; to complain about poor customer service; and to request assistance from other customers (The 2012 American Express Global Customer Service Barometer).
8. According to the Bain & Co. report “Putting Social Media to Work,” when companies engage with customers and provide responses to customer service requests over social media, those customers end up spending 20% to 40% more money with the company.
9. Customer service mobile apps – as opposed to websites, social media, or call centers – are considered by customers to be more convenient, more available, less time-consuming, more personal, and easier to access. Some customers don’t want to wait on hold for a call center agent, and others don’t want to have to talk to another person in order to resolve their issue. For that reason, 72% of consumers have a more favorable view of a company if they provide a customer service app (Nuance).
10. After going through a good customer service experience with a company’s mobile app, 81% of customers will use social media and word of mouth to tell others about their positive experience (Nuance).
What conclusion can you draw from these facts? It’s a good idea to expand your customer service into emerging platforms such as social media and mobile apps. Whether they’re answering the phone or sending a tweet, your customer service representatives should provide immediate, knowledgeable assistance from the first moment they come in contact with your customer.