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20 Customer Service Stats You Need To Know

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“We’re sorry, but we’re experiencing unusually heavy traffic. Please try later?”
“Your call is important to us. Please hold on for a moment.”
“We’re unable to answer your question. Please call xxx-xxx-xxxx to speak to a representative from xxx team.”
These are some of the most cringe-worthy phrases customers experience during their purchase cycles. If your company is heavy on these responses, you’re doing it wrong! If your business has customers (remember they’re people), if they aren’t treated like real people, the business will soon fade into nothingness.
Customers remember how they’re treated a lot longer than they remember the price/product and if they call your customer service to get poor responses, chances are they won’t complete their purchase or use your product further if they can help it. This is not an exaggerated version of reality, it is the reality itself. Here are some stats that will shake up your customer service team for better.

20 Customer Service Stats You Need To Know

  1. 1. 20 CUSTOMER SERVICE STATISTICS Web‘Able
  2. 2. HAVE NQTtm| ADE AN INTENDED PURCHASE BECAUSE OF A POOR SERVICE EXPERIENCE KAJ WebAble
  3. 3. #2 THE PROBABILITY OF SELLING TO A NEw PROSPECT IS 5—20%
  4. 4. THE PROBABILITY OE SELLING TO AN EXISTING CUSTOMER
  5. 5. #4 oN AVE RAG I‘ . '| iliM ES AS l'/ IL'J'C-I-H AS HEIR FiRsT“i‘3'>7't1J Rc-5-H, A! -SE. .. IE
  6. 6. IT IS TIMES MORE EXPENSIVE To AcouIRE A NEW CUSTOMER THAN IT IS To KEEP A CURRENT ONE #5 wci; Abic
  7. 7. #6 To coNsuIvIERs, CUSTOMER sERvIcE AGENTS FAILED To ANS ER THEIR QUESTIONS OF THE TIME Wcb. Ablc
  8. 8. 94% OF ALL ONLINE RETAILERS PROVIDE EMAIL CUSTOMER SERVICE I #7
  9. 9. INQUIRIES ARE ANSWERED INCORRECTLY #8
  10. 10. 1% CONSUMERS EXPECT AN E-MAIL RESPONSE ITHIN HOURS
  11. 11. #10 % O I: c: usTO M ERS I BELIEVE IT TAKES TOO LONG TO REACH A LIVE AGENT
  12. 12. EMPLOYEES ONLY ASK FOR A cuSTOMER’S NAME 1% OF THE TIME #11
  13. 13. 24% of American Adults Have Posted Online Reviews About Their Purchase #12
  14. 14. #13 STO1ME= RS ARE % MIOIRE LIKELY ‘ITO PUR~'CHASE F'R; O‘Mt A BRAND THEY FOLLO OLN TWITTEDR
  15. 15. #14 ROUGHLY 9 °/ O OF CUSTOMER SERVICE TWEETS ARE NEGATIVE OR CRITICAL IN NATURE
  16. 16. #15 g/ ATN A Woo @EE2nE@ AND 16 PEOPLE ABOUT POOR EXPERIENCES
  17. 17. #16 REsoLvE A COMPLAINT IN THE cusToMER’s FAVOR AND THEY WILL DO BUSINESS WITH YOU AGAIN 70% OF THE TIME
  18. 18. A TYPICAL BUSINESS HEARS FROM OF ITS DISSATISFIED CUSTOMERS
  19. 19. a*~'—= Tuj 3 .2 .1 . 1 - , v 70% I IOF BUYING EXPERIENCES 1 ARE_BASED org- HOW THE CUSTOMER FEELS ABOUT THEY ARE BElNG_, TREATED' E 5 P / ’ / *. AJ Ii. _-
  20. 20. 58% AMERICANS 1‘ RESEARCH oNLINE BEFORE PURCHASING ANYTHING C ‘I
  21. 21. #20 OF CONSUMERS QUIT DOING BUSINESS WITH A COMPANY BECAUSE OF A BAD CiUfS‘TO MEIR EiXIP'EIRI| iEINfCiE Wcb. Ablc
  22. 22. .1‘ W1 We are a digital creative agency passionate about community building and story telling through design, content marketing and social media campaigns. CONTACT US FOR ANYTHING DIGITAL: POKE@WEBABLE. COM. BD WWW. WEBABLE. COM. BD +88017-9477-7103
  • ovickalam2

    Oct. 18, 2015
  • srkzico

    Sep. 16, 2015
  • aihalim

    Sep. 7, 2015

“We’re sorry, but we’re experiencing unusually heavy traffic. Please try later?” “Your call is important to us. Please hold on for a moment.” “We’re unable to answer your question. Please call xxx-xxx-xxxx to speak to a representative from xxx team.” These are some of the most cringe-worthy phrases customers experience during their purchase cycles. If your company is heavy on these responses, you’re doing it wrong! If your business has customers (remember they’re people), if they aren’t treated like real people, the business will soon fade into nothingness. Customers remember how they’re treated a lot longer than they remember the price/product and if they call your customer service to get poor responses, chances are they won’t complete their purchase or use your product further if they can help it. This is not an exaggerated version of reality, it is the reality itself. Here are some stats that will shake up your customer service team for better.

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