Important Customer Services Facts

Important customer service Facts

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• U.S. firms lose around 41 billion dollars every year due to bad customer service (Source: NewVoiceMedia)


• Customers will handle 85 percent of relationship with a brand without connecting with a human agent by the year 2020. (Source: Gartner)


• 68 percent customers have stopped doing business with a company due to bad experience related to customer service. (Source: 2015 U.S. State of Multichannel Customer Service Survey)

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• Boost in customer retention rate by 5 percent enhances the profit by 25-95 percent. (Source: Fred Recihheld, Bain & Company)


• 61 percent of customers prefer call back over waiting in queue while calling customer service department. (Source: Software Advice)


“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong” – Donald Porter, Vice President of British Airways


Use data analytics

How?•Use raw data available in the form of call recordings•Derive patterns based on customer data


Why?•You can predict behavior of customers•You can modify your services as per the patterns•Customers will be more satisfied“A man without a smiling face must not open a shop” – Chinese Proverb


Be availableHow?•Stay active on every communication channel (Email. phone, live chat)•Be active 24 x 7 x 365


Why?•Customers can contact you anywhere at any time•Millennials and busy customers will love your brand“The customer experience is the new competitive battleground” – Jerry Gregoire, CIO, Dell Computers


Enhance knowledge of agentsHow?•Take support of service center executives, manufacturing dept. and testing dept.•Prepare modules with in-depth information about products/services


Why?•Agents can resolve issues immediately•Escalation of complaints will be decreased•Customers will be more satisfied

“Your most unhappy customers are your greatest source of learning” – Bill Gates, Founder of Microsoft Inc.


Empower your agents

How? •Allow them to offer freebies and discounts•Allow them to alter customer policies


Why?•Angry customers can be handled•Customer loyalty will be maintained"Customer service is the new marketing" – Derek Sivers, Founder of CD Baby


Increase involvement of agents

How?•Discuss the performance on regular basis•Ask for suggestions on improving the process•Ask them to hear their own interaction with customers


• Why?• Agents will discover their weak points and

rectify them• They will be motivated to handle

customers in better manner • The performance will be enhanced

ultimately


"Customers may forget what you said but they'll never forget how you made them feel" – Unknown


Marketing

Important Customer Services Facts