Increased responsiveness and customer engagement leads to customer loyalty and higher sales. That’s a given, right? But how do you measure and analyze our customer’s interaction with our company and brand? What should you be looking at?
7 statistics that will have you rethinking customer service:
- “42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications.” (Forrester)
- “According to a CEI Survey, 86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations.” (Forbes)
- “26% of consumers have experienced being transferred from agent to agent without any resolution of their problem.” (2012 Global Customer Service Barometer)
- “Consumers prefer assistance over the following channels: Phone (61%), email (60%), Live Chat (57%), online knowledge base (51%), ‘click-to-call’ support automation (34%).” (eConsultancy)
- “It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.” (White House Office of Consumer Affairs)
- “When reviewing the most commonly used channels, Facebook was the fourth most popular, behind email (85%), phone (81%), and in-person (61%). Facebook climbed above the 50% mark while web-self-service clipped below 45%.” (Call Center IQ)
- “Companies lose roughly $900 per employee every year due to lost productivity from customer service wait times. That adds up to $130 billion in annual expenses for U.S. businesses.” (INC Magazine)
The effectiveness of your customer contact center has a direct impact on your business whether your sales come predominately from the web or phone. Make sure that you have the right systems and technology in place to ensure that you’re taking care of your customers whichever channel they choose. Not sure where to start? Teltek can help!
Teltek is a Certified Avaya Business Partner, NEC Dealer, Zultys, and Microsoft Partner with two locations in the Baltimore Metropolitan area. We specialize in providing one call technology support for small to mid-sized businesses and nonprofits in Maryland, Washington, D.C., Virginia and Pennsylvania.