B2B CUSTOMER SUPPORT SOFTWARE
26 B2B CUSTOMER SERVICE STATISTICS
That Make You Go Hmmm…

B2B CUSTOMER SUPPORT SOFTWARE
TABLE OF CONTENTS
1. THE COSTS OF POOR CUSTOMER SERVICE
2. WHAT CUSTOMERS WANT
3. THE REWARDS OF GREAT CUSTOMER SERVICE

B2B CUSTOMER SUPPORT SOFTWARE
THE COSTS OF POOR CUSTOMER SERVICE

B2B CUSTOMER SUPPORT SOFTWARE
The estimated cost of customers
switching due to poor customer service in
the US alone is
$1.6 Trillion*Accenture Global Consumer Pulse Research

B2B CUSTOMER SUPPORT SOFTWARE
51%
of B2B companies will avoid vendors for
at least 2 years after a bad customer
experience
*dimensional Research

B2B CUSTOMER SUPPORT SOFTWARE
67%
of customer churn could be prevented by
resolving the customer issue at the first
contact
*thinkjar

B2B CUSTOMER SUPPORT SOFTWARE
70%
of customers who stopped doing
business with a particular brand say it was
due to a poor customer experience
*pew

B2B CUSTOMER SUPPORT SOFTWARE
62%
of customers have to repeatedly
contact a company to resolve an
issue
*Harvard business review

B2B CUSTOMER SUPPORT SOFTWARE
$$$
The global average value of a lost
customer is
$243 *kissmetrics

B2B CUSTOMER SUPPORT SOFTWARE
60%
of uk consumers prefer a balance of price
and service and will not accept low
service levels in exchange for lower price
*uksci customer satisfaction index

B2B CUSTOMER SUPPORT SOFTWARE
it is
7 times
more expensive for companies to
attract new customers than to keep
existing ones
*Harvard business school

B2B CUSTOMER SUPPORT SOFTWARE
32%
of US customers switch companies
because they are fed up with
speaking to multiple agents
*newvoice

B2B CUSTOMER SUPPORT SOFTWARE
WHAT CUSTOMERS WANT

B2B CUSTOMER SUPPORT SOFTWARE
90%
of consumers now expect a brand or
organization to offer a self-service
customer support portal
*2015 global state of multichannel service report

B2B CUSTOMER SUPPORT SOFTWARE
89%
of customers get frustrated when
they have to repeat themselves to
multiple representatives
*aberdeen

B2B CUSTOMER SUPPORT SOFTWARE
78%
of customers expect to get an answer
from self-service
*thinkjar

B2B CUSTOMER SUPPORT SOFTWARE
84%
of customers are frustrated when the
service agent doesn’t have information
*thinkjar

B2B CUSTOMER SUPPORT SOFTWARE
73%
of customers say valuing their time is the
most important thing a company can do
to provide them with good service
*forrester

B2B CUSTOMER SUPPORT SOFTWARE
76%
of customers say they view customer
service as a true test of how much a
company values them
*2015 aspect consumer experience survey

B2B CUSTOMER SUPPORT SOFTWARE
55%
of customers say easy access to
information and support can make them
fall in love with a brand
*rightnow

B2B CUSTOMER SUPPORT SOFTWARE
62%
of customer service organizations view
customer experience as a competitive
differentiator
*deloitte

B2B CUSTOMER SUPPORT SOFTWARE
THE REWARDS OF GREAT CUSTOMER SERVICE

B2B CUSTOMER SUPPORT SOFTWARE
Self-service resources or content (ticket
deflection) eliminate a customer’s need
for live assistance by
36% *TSIA member technology survey

B2B CUSTOMER SUPPORT SOFTWARE
$$$
60%
of consumers increased their spending
after a really good response to a bad
experience
*temkin group

B2B CUSTOMER SUPPORT SOFTWARE
65%
of companies are able to successfully
upsell or cross-sell to existing customers
*thinkjar

B2B CUSTOMER SUPPORT SOFTWARE
86%
of buyers are willing to pay more for a
better customer experience
*walker

B2B CUSTOMER SUPPORT SOFTWARE
73%
of consumers will recommend a brand to
others if satisfied by their customer
service experience
*sdl global cx wakeup call report

B2B CUSTOMER SUPPORT SOFTWARE
increasing retention by 5% increases
profits by
25-95% *Harvard business school

B2B CUSTOMER SUPPORT SOFTWARE
By improving the help section on your
website, customer service teams can
reduce calls by 5%
*Harvard business review

B2B CUSTOMER SUPPORT SOFTWARE
30%
of customers think that when a company
understands their history they have a
much more positive experience
*customer-centricity: the rules of engagement (verint)

B2B CUSTOMER SUPPORT SOFTWARE
50%
of consumers use a company more
frequently after a positive customer
experience
*newvoice

B2B CUSTOMER SUPPORT SOFTWARE
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