Poor customer service can really impact a business which makes it really important to stay on top of your customer service department. Not only will it hurt you in completing the sale, but you may have a customer that doesn’t want to return after one bad experience.
People are more likely to share about a poor customer service experience compared to a great one, too. Making customer service a top priority is extremely important for businesses, especially in the day of social media and how powerful a customer’s voice can be.
People are more influenced by their peers and online reviews than they are by more marketing efforts, so it’s a good idea to make sure you and your staff knows how people want to be helped. Here is a look at customer service statistics that may shock you and help you to realize what you need to do better or different.
Self-service customer support portals
Believe it or not, a whopping 90% of consumers expect organizations or brands to feature a self-service customer support portal. Additionally, 60% of consumers will feel more favorably towards a brand that features a self-service customer support portal that is also mobile-responsible.
About 73% of consumers want to be able to solve their product or service issue by themselves rather than to deal with your staff. In fact, a third of customers say they’d rather clean a toilet than speak to customer service. Apparently, customers want the ability to help themselves to your brand rather than have your staff help them with their needs.
Customers’ view of customer service
A customers’ view of customer service says that around 76% of consumers view your customer service as the best test for how much your company values a person. This is proof in that $41 billion is lost in profits annually for US companies because of poor customer service situations. Along with great service, 77% of US online adults want a company to provide the best possible customer service by showing that they value a consumer’s time.
When was their last great experience?
You’ll never believe it but almost half of customers say that don’t remember a recent successful customer experience! This is because they remember the customer service failures whether it be poor response times, the employee helping them was poorly trained or the customer received conflicting or inaccurate information when they dealt with customer service.
Another surprising statistic is that only 25% of consumers related a high-quality product to a satisfying customer service experience. Consumers’ ranking of a great experience is related more so to a pleasant or helpful employee, a knowledgeable or well-trained employee or an employee that was empowered to help.
Other fascinating survey results
Consumers in the UK are on the same page; they won’t accept a low level of service in exchange for a lower priced product because they want a balance of price and service. Global consumers agree that it’s very important to receive great customer service and that it’s directly related to their choice of brand loyalty.
In fact, 62% of global consumers aren’t afraid to stop doing business with a brand because of a bad experience. You better retain your customers because it’s 14 times more likely to sell to an existing happy customer than the probability of selling to a new customer.
Now that you know how people feel about customer service when doing business with any industry, it’s a good thing to look into how you can make changes in your company. What do your reviews say? What are common customer complaints? Look at what you might be doing right and doing wrong so that you can improve your customer service capabilities.