Your SlideShare is downloading. ×
An eBook by75   Customer   Service   Facts,Quotes   & Statistics How Your Business Can Deliver With the Best of the Best  ...
TA B L E O F C O N T E N T S1. The Cost of Bad Customer Service .................................... 32. What Customers Th...
01 THE COST OF BAD CUSTOMER SERVICE     3
BY THE NUM BERS                                              78% of consumers have bailed                                 ...
DID YOU KN OW?              A typical business hears from             4% of its dissatisfied customers.                   ...
FACT                                              On average, loyal customers are                                         ...
BY THE NUM BERS                              5-20%             Probability of selling to a                                ...
DID YOU KN OW?                         It takes 12 positive experiences to make up                           for one unres...
FACT                                 News of bad customer service                             reaches more than twice as m...
DID YOU KN OW?                                    It is 6-7 times more expensive to                                   acqu...
FACT                                     For every customer who bothers to                                       complain,...
THE B RIGHT SIDE                                        3 in 5 Americans (59%)                                   would try...
THE BOTTOM LINE                                               Any business with                                           ...
02 THINK   WHAT   CUSTOMERS      14
FACT                       In 2011, 7 in 10 Americans said they were                       willing to spend more with comp...
QUOTE                                  When customers share their story,                                  they’re not just...
BY THE NUM BERS                                  According to consumers,                          customer service agents ...
THE B RIGHT SIDE                                       80% of Americans agree that                                       s...
DID YOU KN OW?                                       In the last year, 67% of customers                                   ...
FACT                                              What goes into                                  a happy customer        ...
THE DATA POINT                                       75% of customers believe it takes                                    ...
QUOTE                                  Although your customers won’t                                  love you if you give...
BY THE NUM BERS                                  70% of buying experiences are                                  based on h...
BY THE NUM BERS                                  80% of companies say they deliver                                    “sup...
FACT                                  91% of unhappy customers will not                                  willingly do busi...
THE BOTTOM LINE                                           Customers overwhelmingly                                        ...
03     POWER IN A     PERSONAL     TOUCH        27
QUOTE                                       Stellar service should be non-negotiable                                      ...
THE DATA POINT                              Almost 9 out of 10 U.S. consumers say                                they woul...
QUOTE                                       People want this level of engagement from the                                 ...
DID YOU KN OW?                   By far, the MOST requested improvement from customers was                                ...
BY THE NUM BERS                               In 2011, 86% of consumers quit doing                                 busines...
QUOTE                                       W                                        hile automation can be expedient, the...
DID YOU KN OW?                              Most cringe-worthy phrases                             customers don’t want to...
QUOTE                                       I                                       f anybody ever called our number, it  ...
FACT                                            Employees only ask for the                            Sarah               ...
QUOTE                                       In an era when companies see online                                       supp...
DID YOU KN OW?                                          TOP TWO REASONS                                         FOR CUSTOM...
QUOTE                                       Ask your customers to be part of                                       the sol...
THE BOTTOM LINE                                           T s no substitution                                            h...
04     THE     SOCIAL     GRAPH           41
DID YOU KN OW?                                   Customers are 75% more likely                                   to purcha...
QUOTE                              The rise of the citizen review site is a                              sobering developm...
BY THE NUM BERS                                           58% of Americans perform online                                 ...
DID YOU KN OW?                              Knowing what’s being said about your                                company on...
QUOTE                              Friends and colleagues’ endorsements,                              discussed in real li...
THE DATA POINT                          Americans tell an average of 9 people                                  about good ...
BY THE NUM BERS                                           24% of American adults have                                     ...
DID YOU KN OW?                               Over 1 million people view tweets                              about customer...
THE BOTTOM LINE                                            T customer service                                             ...
05   ONLINE     RETAIL       51
QUOTE                           Always keep in mind the old retail adage:                           Customers remember the...
BY THE NUM BERS                                42% of online shoppers said                                they had contact...
QUOTE                           People now expect the same—if not better—                           level of service from ...
FACT                                94% of all online retailers provide                                email customer serv...
BY THE NUM BERS                                  In a 2010 E-tailing Group survey,                                  only 1...
QUOTE                           A man without a smiling face                           must not open a shop.”             ...
THE DATA POINT                            Customer experience quality could                           result in a swing of...
THE BOTTOM LINE                                 Great online retailers see                               service not as a ...
06     EMAIL     CUSTOMER     SERVICE        60
BY THE NUM BERS                                    Measuring Performance:                                    The Top 10 Av...
FACT                    The quality of your email response matters just as                          much—if not more—than ...
FACT                        BenchmarkPortal analysts, pretending to be prospective buyers,                        sent ema...
BY THE NUM BERS                            41% of consumers expect an e-mail                                response withi...
FACT                                                   24 hours or less is                                                ...
QUOTE                                    T                                     he handful of companies that respond       ...
THE BOTTOM LINE                                            Email is a critical medium                                     ...
07     THE     BEST OF     THE BEST           68
THE DATA POINT                                    The Top 10 Companies                              Rated as Giving Excell...
THE DATA POINT                                    The Bottom 10 Companies                                  Rated as Giving...
QUOTE                                  Smart businesses should come to realize                                  that the c...
DID YOU KN OW?                          Temkin Respondents’ Top 5 Companies                                  for an excell...
DID YOU KN OW?                              Temkin Respondents’ Top Companies                                           fo...
THE DATA POINT                                             81% of companies with strong                                   ...
QUOTE                                  Whatever you are, be a good one.”                                  Abraham LincolnC...
DID YOU KN OW?                                  According to the Temkin Survey,                                       cust...
QUOTE                                  Customer service shouldn’t                                  just be a department, i...
THE BOTTOM LINE                                           Companies with great                                           s...
08   GREAT     QUOTES       79
QUOTE                          The single most important thing is to                          make people happy. If you ar...
QUOTE                          It’s very logical: There is proven ROI in                          doing whatever you can t...
QUOTE                          Getting service right is more than just                          a nice to do; it’s a must ...
QUOTE                          Always do more than is                          required of you.”                          ...
QUOTE                          There are many who subscribe to the                          convention that service is a b...
QUOTE                          Customer service is the                          new marketing.”                          D...
09   DELIVERing     MEMORABLE     ONLINE SERVICE        86
You can delight customers,                                       keep your team on the same page                          ...
Did you enjoy this eBook?                                                 Share it with your friends:                     ...
Upcoming SlideShare
Loading in...5
×

75 Customer Service Facts, Quotes & Statistics

137,214

Published on

Download: https://www.helpscout.net/resources/75-customer-service-facts-quotes-statistics/

Published in: Business, Education
13 Comments
306 Likes
Statistics
Notes
No Downloads
Views
Total Views
137,214
On Slideshare
0
From Embeds
0
Number of Embeds
140
Actions
Shares
0
Downloads
962
Comments
13
Likes
306
Embeds 0
No embeds

No notes for slide

Transcript of "75 Customer Service Facts, Quotes & Statistics"

  1. 1. An eBook by75 Customer Service Facts,Quotes & Statistics How Your Business Can Deliver With the Best of the Best 1
  2. 2. TA B L E O F C O N T E N T S1. The Cost of Bad Customer Service .................................... 32. What Customers Think ..................................................... 143. Power in a Personal Touch .............................................. 274. The Social Graph .............................................................. 415. Online Retail ...................................................................... 516. Email Customer Service ................................................... 607. The Best of the Best ........................................................... 688. Great Quotes .................................................................... 799. Delivering Memorable Online Service .......................... 86 2
  3. 3. 01 THE COST OF BAD CUSTOMER SERVICE 3
  4. 4. BY THE NUM BERS 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source: American Express Survey, 2011CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 4 HelpScout.net
  5. 5. DID YOU KN OW? A typical business hears from 4% of its dissatisfied customers. DISSATISFIED CUSTOMERS 4% CUSTOMERS WHO DON’T VOICE COMPLAINTS 96% CUSTOMERS WHO WILL NEVER COME BACK 91% Source: “Understanding Customers” by Ruby Newell-LegnerCHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 5 HelpScout.net
  6. 6. FACT On average, loyal customers are worth up to10 times as much as their first purchase. Source: White House Office of Consumer AffairsCHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 6 HelpScout.net
  7. 7. BY THE NUM BERS 5-20% Probability of selling to a new prospect 60-70% Probability of selling to an existing customer Source: Marketing MetricsCHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 7 HelpScout.net
  8. 8. DID YOU KN OW? It takes 12 positive experiences to make up for one unresolved negative experience. = Source: “Understanding Customers” by Ruby Newell-LegnerCHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 8 HelpScout.net
  9. 9. FACT News of bad customer service reaches more than twice as many ears as praise for a good service experience. The Takeaway Take the time to address unhappy customers and do everything in your power to remedy the situation. It’s not only worth keeping their business, but also avoiding any negative word of mouth exposure. Source: White House Office of Consumer AffairsCHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 9 HelpScout.net
  10. 10. DID YOU KN OW? It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. Source: White House Office of Consumer AffairsCHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 10 HelpScout.net
  11. 11. FACT For every customer who bothers to complain, 26 other customers remain silent. The Takeaway Customer feedback is gold! Come up with internal processes to track complaints and go about fixing them. Also, do everything in your power to make it really easy for customers to give feedback and tell you about problems they are having. It takes time to sift through feedback, but the value added to your business is worth it! Source: White House Office of Consumer AffairsCHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 11 HelpScout.net
  12. 12. THE B RIGHT SIDE 3 in 5 Americans (59%) would try a new brand or company for a better service experience. Source: American Express Survey, 2011CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 12 HelpScout.net
  13. 13. THE BOTTOM LINE Any business with customers is in the “people” business. Losing even a single customer can be very costly. It’s critical for companies to turn a complaint into a positive for the customer and for the company moving forward.CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 13 HelpScout.net
  14. 14. 02 THINK WHAT CUSTOMERS 14
  15. 15. FACT In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. 2011 7 2010 <6 Source: American Express Survey, 2011CHAPTER 2: WHAT CUSTOMERS THINK 15 HelpScout.net
  16. 16. QUOTE When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.” Kristin Smaby, “Being Human is Good Business”CHAPTER 2: WHAT CUSTOMERS THINK 16 HelpScout.net
  17. 17. BY THE NUM BERS According to consumers, customer service agents failed to answer their questions 50% of the time. Wa s t h i s an s w er h elp ful ? YES NO Source: Harris InteractiveCHAPTER 2: WHAT CUSTOMERS THINK 17 HelpScout.net
  18. 18. THE B RIGHT SIDE 80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses. The Takeaway Small companies can differentiate themselves from large competition and win over new customers with great service. Source: American Express Survey, 2011CHAPTER 2: WHAT CUSTOMERS THINK 18 HelpScout.net
  19. 19. DID YOU KN OW? In the last year, 67% of customers have hung up the phone out of frustration they could not talk to a real person. The Takeaway Eliminate unnecessary barriers between you and your customers. They will happily do business with you if they feel valued. Source: Consumer Reports Survey, 2011CHAPTER 2: WHAT CUSTOMERS THINK 19 HelpScout.net
  20. 20. FACT What goes into a happy customer experience? Customers who say COMPETENT SERVICE REPS 78% Customers who say PERSONALIZATION 38% Source: “The Cost of Poor Customer Service” by Genesys Global Survey, 2009CHAPTER 2: WHAT CUSTOMERS THINK 20 HelpScout.net
  21. 21. THE DATA POINT 75% of customers believe it takes too long to reach a live agent. The Takeaway If you offer some sort of live service (phone or live chat), it’s paramount that you get customers to a live person in 2 minutes or less. Otherwise it creates frustration that can lead to a seriously unhappy customer. Source: Harris InteractiveCHAPTER 2: WHAT CUSTOMERS THINK 21 HelpScout.net
  22. 22. QUOTE Although your customers won’t love you if you give bad service, your competitors will.” Kate ZabriskieCHAPTER 2: WHAT CUSTOMERS THINK 22 HelpScout.net
  23. 23. BY THE NUM BERS 70% of buying experiences are based on how the customer feels they are being treated. Source: McKinseyCHAPTER 2: WHAT CUSTOMERS THINK 23 HelpScout.net
  24. 24. BY THE NUM BERS 80% of companies say they deliver “superior” customer service. 8% of people think these same companies deliver “superior” customer service. The Takeaway Decide what metrics are critical to measuring customer satisfaction. Don’t just go with your gut; prove that you provide great service with data. Also, don’t hesitate to survey customers for feedback and mea- sure success that way. Source: “Customer Service Hell” by Brad Tuttle, Time, 2011CHAPTER 2: WHAT CUSTOMERS THINK 24 HelpScout.net
  25. 25. FACT 91% of unhappy customers will not willingly do business with you again.THE B RIGHT SIDE Resolve a complaint in the customer’s favor and they will do business with you again 70% of the time. Source: Lee ResourcesCHAPTER 2: WHAT CUSTOMERS THINK 25 HelpScout.net
  26. 26. THE BOTTOM LINE Customers overwhelmingly show appreciation for great service with their wallets. Your company should invest heavily in measuring customer satisfaction over time and work to consistently give better service.CHAPTER 2: WHAT CUSTOMERS THINK 26 HelpScout.net
  27. 27. 03 POWER IN A PERSONAL TOUCH 27
  28. 28. QUOTE Stellar service should be non-negotiable and merchants shouldnt hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers.” Lauren Freedman, President of The E-Tailing GroupCHAPTER 3: POWER IN A PERSONAL TOUCH 28 HelpScout.net
  29. 29. THE DATA POINT Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. The Takeaway Competing on price isn’t the most effective way to build an enduring business. Great service, delivered time and time again, is defensible against the stiffest and most well-funded competition. Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010CHAPTER 3: POWER IN A PERSONAL TOUCH 29 HelpScout.net
  30. 30. QUOTE People want this level of engagement from the companies with which they do business … even the best of what formerly passed for good customer service is no longer enough. You have to be no less than a customer concierge, doing everything you can to make every one of your customers feel acknowledged, appreciated, and heard. You have to make them feel special, just like when your great-grandmother walked into Butcher Bob’s shop or bought her new hat, and you need to make people who aren’t your customers wish they were. Social media gives businesses the tools to do that for the first time in a scalable way.” Gary Vaynerchuk, “The Thank You Economy”CHAPTER 3: POWER IN A PERSONAL TOUCH 30 HelpScout.net
  31. 31. DID YOU KN OW? By far, the MOST requested improvement from customers was “Better Human Service.” BETTER HUMAN SERVICE 40% INTEGRATE MORE CHANNELS 20% ENRICHED CONTENT 15% WEB ASSITANTS OR AVATARS 15% OTHER 7% SUPPORT SOCIAL COMMUNITIES 5% Source: “The Cost of Poor Customer Service” by Genesys Global Survey, 2009CHAPTER 3: POWER IN A PERSONAL TOUCH 31 HelpScout.net
  32. 32. BY THE NUM BERS In 2011, 86% of consumers quit doing business with a company because of a bad customer experience. 2011 86% 2007 59% Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010CHAPTER 3: POWER IN A PERSONAL TOUCH 32 HelpScout.net
  33. 33. QUOTE W hile automation can be expedient, the resulting impersonal tone and risk of poor information are formidable … most importantly, merchants are missing an opportune moment to connect with current and prospective customers.” Annual Mystery Shopping Study by The E-tailing Group, 2010CHAPTER 3: POWER IN A PERSONAL TOUCH 33 HelpScout.net
  34. 34. DID YOU KN OW? Most cringe-worthy phrases customers don’t want to hear: “ e’re unable to answer your question. Please call xxx-xxx-xxxx W to speak to a representative from xxx team.” “ e’re sorry, but we’re experiencing unusually heavy call W volumes. You can hold or try back at another time.” “Your call is important to us. Please continue to hold.” Source: American Express Survey, 2011CHAPTER 3: POWER IN A PERSONAL TOUCH 34 HelpScout.net
  35. 35. QUOTE I f anybody ever called our number, it would be picked up in less than 2 rings with a friendly voice answering, ‘CD Baby.’ From 7 am to 10 pm, there was always somebody to pick up a call in 2 rings. No voice mail system; no routing to different departments. We treated our customers like our best friends. You don’t route your best friend’s call to an automated system!” Derek Sivers, CD BabyCHAPTER 3: POWER IN A PERSONAL TOUCH 35 HelpScout.net
  36. 36. FACT Employees only ask for the Sarah customer’s name 21% of the time. HINT: The person has a name 100% of the time, and they like hearing it. Source: ContactPoint Client ResearchCHAPTER 3: POWER IN A PERSONAL TOUCH 36 HelpScout.net
  37. 37. QUOTE In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human- centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.” Kristin Smaby, “Being Human is Good Business”CHAPTER 3: POWER IN A PERSONAL TOUCH 37 HelpScout.net
  38. 38. DID YOU KN OW? TOP TWO REASONS FOR CUSTOMER LOSS 1. Customers feel poorly treated. 2. ailure to solve a problem in F a timely manner. Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010CHAPTER 3: POWER IN A PERSONAL TOUCH 38 HelpScout.net
  39. 39. QUOTE Ask your customers to be part of the solution, and don’t view them as part of the problem.” Alan WeissCHAPTER 3: POWER IN A PERSONAL TOUCH 39 HelpScout.net
  40. 40. THE BOTTOM LINE T s no substitution here’ for knowledgable, human service. You’ll be amazed at what happens when you go out of your way to be an available and authentic voice on the other end of the line.CHAPTER 3: POWER IN A PERSONAL TOUCH 40 HelpScout.net
  41. 41. 04 THE SOCIAL GRAPH 41
  42. 42. DID YOU KN OW? Customers are 75% more likely to purchase from a brand they follow on Twitter. The Takeaway Engaging with your customers on Twitter is a great investment. Follow and promote them to your own followers when you have the opportu- nity. Most importantly, be there to listen if something goes wrong. Source: Touch AgencyCHAPTER 4: THE SOCIAL GRAPH 42 HelpScout.net
  43. 43. QUOTE The rise of the citizen review site is a sobering development. No longer are you on top of the mountain, blasting your marketing message down to the masses through your megaphone. All of a sudden, the masses are conversing with one another. If your service or product isn’t any good, they’ll out you.” David Pogue, Scientific American, 2011CHAPTER 4: THE SOCIAL GRAPH 43 HelpScout.net
  44. 44. BY THE NUM BERS 58% of Americans perform online research about the products and services that they are considering purchasing. Source: Jim Jansen, Pew Research Center’s Internet and American Life Project, 2010CHAPTER 4: THE SOCIAL GRAPH 44 HelpScout.net
  45. 45. DID YOU KN OW? Knowing what’s being said about your company online allows you to see where you’re succeeding and where you need improvement. The Takeaway Unfiltered feedback from customers is a positive even when it’s negative. A bad or so-so online review can actually help you because it gives customers certainty that the opinion is unbiased. Source: Gail Goodman, Entrepreneur, 2011CHAPTER 4: THE SOCIAL GRAPH 45 HelpScout.net
  46. 46. QUOTE Friends and colleagues’ endorsements, discussed in real life or through Twitter and Facebook updates, are more likely to drive sales than even a positive user review posted on a site like Yelp or Amazon (but those matter, too).” Jason Mittelstaedt, CMO at RightNowCHAPTER 4: THE SOCIAL GRAPH 46 HelpScout.net
  47. 47. THE DATA POINT Americans tell an average of 9 people about good experiences, and tell 16 (nearly two times more) people about poor experiences. 9 16 0 10 People 20 People Source: American Express Survey, 2011CHAPTER 4: THE SOCIAL GRAPH 47 HelpScout.net
  48. 48. BY THE NUM BERS 24% of American adults have posted comments or reviews online about the product or services they buy. Source: Jim Jansen, Pew Research Center’s Internet and American Life Project, 2010CHAPTER 4: THE SOCIAL GRAPH 48 HelpScout.net
  49. 49. DID YOU KN OW? Over 1 million people view tweets about customer service every week. Roughly 80% of customer service tweets are negative or critical in nature. The Takeaway Monitor your brand’s mentions on social media channels so you can respond to customer complaints before they escalate. It’s an opportunity to wow them! Source: Touch AgencyCHAPTER 4: THE SOCIAL GRAPH 49 HelpScout.net
  50. 50. THE BOTTOM LINE T customer service he landscape is changing. Customers expect to be able to reach a real person in your company, be it via a website, social media or the phone. Being responsive to those requests is critical!CHAPTER 4: THE SOCIAL GRAPH 50 HelpScout.net
  51. 51. 05 ONLINE RETAIL 51
  52. 52. QUOTE Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price.” Lauren Freedman, President of The E-Tailing GroupCHAPTER 5: ONLINE RETAIL 52 HelpScout.net
  53. 53. BY THE NUM BERS 42% of online shoppers said they had contacted a retailer about an online purchase in the last 6 months. The Takeaway A high percentage of buyers on your website will have a question before completing their purchase. The speed, personal touch and accuracy with which you are able to provide an answer will make all the difference in whether they buy and keep buying from you. Source: Jupiter Research/Forrester Research IncCHAPTER 5: ONLINE RETAIL 53 HelpScout.net
  54. 54. QUOTE People now expect the same—if not better— level of service from online storefronts and service channels as they do from a visit to a retail store or a phone conversation with an agent.” “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005CHAPTER 5: ONLINE RETAIL 54 HelpScout.net
  55. 55. FACT 94% of all online retailers provide email customer service 27% of email inquiries are answered incorrectly The Takeaway Knowledge of the product is more important than speed when emailing a customer, so do everything in your power to get it right the first time, every time. Source: Zak Stambor, Internet Retailer, 2010CHAPTER 5: ONLINE RETAIL 55 HelpScout.net
  56. 56. BY THE NUM BERS In a 2010 E-tailing Group survey, only 10 of 100 online merchants made the cut for stellar customer service. Source: Annual Mystery Shopping Study by The E-Tailing Group, 2010CHAPTER 5: ONLINE RETAIL 56 HelpScout.net
  57. 57. QUOTE A man without a smiling face must not open a shop.” Chinese ProverbCHAPTER 5: ONLINE RETAIL 57 HelpScout.net
  58. 58. THE DATA POINT Customer experience quality could result in a swing of $184 million for a large Internet retailer. Source: Forrester Research Inc., 2008CHAPTER 5: ONLINE RETAIL 58 HelpScout.net
  59. 59. THE BOTTOM LINE Great online retailers see service not as a cost, but as a sales opportunity. Service is how they differentiate themselves from competition and earn their customers’ business over and over again.CHAPTER 5: ONLINE RETAIL 59 HelpScout.net
  60. 60. 06 EMAIL CUSTOMER SERVICE 60
  61. 61. BY THE NUM BERS Measuring Performance: The Top 10 Average Email Reply Times of the Largest 100 Internet Retailers in the US OfficeDepot.com 0:48:00 MusiciansFriend.com 0:58:40 Diapers.com 1:23:48 DisneyStore.com 1:47:40 Abercrombie.com 1:50:45 USAutoParts.com 3:38:00 Gift.com 4:43:00 PCMall.com 4:49:48 Kohls.com 5:02:00 ColdwaterCreek.com 5:06:10 Avg of Top 100 Retailers 17:00:00 0:00:00 3:36:00 7:12:00 10:48:00 14:24:00 18:00:00 Source: Internet Retailer/STELLAService, 2011CHAPTER 6: EMAIL CUSTOMER SERVICE 61 HelpScout.net
  62. 62. FACT The quality of your email response matters just as much—if not more—than timeliness. 21% GOOD FAIR 51% POOR 13% UNRELATED NO RESPONSE 14% 1% Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005CHAPTER 6: EMAIL CUSTOMER SERVICE 62 HelpScout.net
  63. 63. FACT BenchmarkPortal analysts, pretending to be prospective buyers, sent emails asking for information about high-value products and services through webforms or email addresses provided on the company websites. 83% of small and medium-sized businesses responded with inaccurate or incomplete answers. Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005CHAPTER 6: EMAIL CUSTOMER SERVICE 63 HelpScout.net
  64. 64. BY THE NUM BERS 41% of consumers expect an e-mail response within six hours. Only 36% of retailers responded that quickly. 36% 21% 18% 14% 7% 4% 6 Hrs 1 Day 2 Days 3 Days 3 Days Never Source: Forrester Research Inc., 2008CHAPTER 6: EMAIL CUSTOMER SERVICE 64 HelpScout.net
  65. 65. FACT 24 hours or less is widely considered an acceptable email response time. HINT: Respond within an hour for a WOW factor with the customer. Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005CHAPTER 6: EMAIL CUSTOMER SERVICE 65 HelpScout.net
  66. 66. QUOTE T he handful of companies that respond promptly and accurately to customer emails increase trust in their brand, bolster customer satisfaction, and boost sales both online and offline.” BenchmarkPortalCHAPTER 6: EMAIL CUSTOMER SERVICE 66 HelpScout.net
  67. 67. THE BOTTOM LINE Email is a critical medium for online customer service. The only thing more important than response time and personalization is the quality of your response. Go the extra mile to resolve questions in a single email.CHAPTER 6: EMAIL CUSTOMER SERVICE 67 HelpScout.net
  68. 68. 07 THE BEST OF THE BEST 68
  69. 69. THE DATA POINT The Top 10 Companies Rated as Giving Excellent Service in 2011 Source: MSN Money/Zogby International SurveyCHAPTER 7: THE BEST OF THE BEST 69 HelpScout.net
  70. 70. THE DATA POINT The Bottom 10 Companies Rated as Giving Poor Service in 2011 Source: MSN Money/Zogby International SurveyCHAPTER 7: THE BEST OF THE BEST 70 HelpScout.net
  71. 71. QUOTE Smart businesses should come to realize that the customer service bar is lower— and that today, it’s easier than ever to differentiate your company from the pack with (crazy as it seems) actual quality customer service.” B rad Tuttle, “A Few Thoughts on the God-Awful State of Customer Service,” Time, 2010CHAPTER 7: THE BEST OF THE BEST 71 HelpScout.net
  72. 72. DID YOU KN OW? Temkin Respondents’ Top 5 Companies for an excellent customer experience 1. Amazon 2. Kohl’s 3. Costco 4. Lowe’s 5. Sam’s Club Source: Bruce Temkin, Temkin Experience Ratings, 2011CHAPTER 7: THE BEST OF THE BEST 72 HelpScout.net
  73. 73. DID YOU KN OW? Temkin Respondents’ Top Companies for each rating category FUNCTIONAL ACCESSIBLE EMOTIONAL Amazon Costco Kohl’s Marriot Amazon Costco Kohl’s Source: Bruce Temkin, Temkin Experience Ratings, 2011CHAPTER 7: THE BEST OF THE BEST 73 HelpScout.net
  74. 74. THE DATA POINT 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition. Source: Peppers Rogers Group, Customer Experience Maturity Monitor, 2009CHAPTER 7: THE BEST OF THE BEST 74 HelpScout.net
  75. 75. QUOTE Whatever you are, be a good one.” Abraham LincolnCHAPTER 7: THE BEST OF THE BEST 75 HelpScout.net
  76. 76. DID YOU KN OW? According to the Temkin Survey, customers believe ... RETAILERS deliver the best experience TV SERVICE PROVIDERs HEALTH PLANS deliver the worst Source: Bruce Temkin, Temkin Experience Ratings, 2011CHAPTER 7: THE BEST OF THE BEST 76 HelpScout.net
  77. 77. QUOTE Customer service shouldn’t just be a department, it should be the entire company.” Tony Hsieh, CEO of ZapposCHAPTER 7: THE BEST OF THE BEST 77 HelpScout.net
  78. 78. THE BOTTOM LINE Companies with great service aren’t afraid to charge a premium for it. You can differentiate from competition by WOWing customers, not just trying to compete on price.CHAPTER 7: THE BEST OF THE BEST 78 HelpScout.net
  79. 79. 08 GREAT QUOTES 79
  80. 80. QUOTE The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.” Derek Sivers, CD BabyCHAPTER 8: GREAT QUOTES 80 HelpScout.net
  81. 81. QUOTE It’s very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service.” Gary Vaynerchuk, “The Thank You Economy”CHAPTER 8: GREAT QUOTES 81 HelpScout.net
  82. 82. QUOTE Getting service right is more than just a nice to do; it’s a must do. American consumers are willing to spend more with companies that provide outstanding service … ultimately, great service can drive sales and customer loyalty.” Jim Bush, Executive VP at American ExpressCHAPTER 8: GREAT QUOTES 82 HelpScout.net
  83. 83. QUOTE Always do more than is required of you.” George S. PattonCHAPTER 8: GREAT QUOTES 83 HelpScout.net
  84. 84. QUOTE There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to custom- ers are central to providing consistently excellent service experiences.” Jim Bush, Executive VP at American ExpressCHAPTER 8: GREAT QUOTES 84 HelpScout.net
  85. 85. QUOTE Customer service is the new marketing.” Derek Sivers, CD BabyCHAPTER 8: GREAT QUOTES 85 HelpScout.net
  86. 86. 09 DELIVERing MEMORABLE ONLINE SERVICE 86
  87. 87. You can delight customers, keep your team on the same page and grow your business with Help Scout! Enter “75ebook” for a free $20 account credit when you sign up. SIGN UP NOW!CHAPTER 9: DELIVERING MEMORABLE ONLINE SERVICE 87 HelpScout.net
  88. 88. Did you enjoy this eBook? Share it with your friends: Get more customer service tips from our blog: CHECK IT OUT!CHAPTER 9: DELIVERING MEMORABLE ONLINE SERVICE 88 HelpScout.net

×