Customer Service Predicitions
Luisa De Sousa
Created on May 24, 2023
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Transcript
Source: https://www.oberlo.com/blog/customer-service-statistics
Customer ServiceDiscussion
When you are using a company’s customer service what do you expect from them? e.g. to be knowledgeable, courteous, responsive and timely or attentive.
Who is responsible for poor customer service? Is it the employee on the front line or the management?
Source: https://www.oberlo.com/blog/customer-service-statistics
Customer Service Staistics
Customer Service Influences Product / Service Purchase Decisions
81%
of customers/clients say a positive customer service experience increases the chances of them making another purchase
Customer Loyalty Depends on Customer Service
94%
of customers say they're more likely to purchase again after a positive customer service experience
The real cost of BAD customer service
61%
of consumers would switch to a competitor after jsut one bad customer service experience
Customers share BAD experiences
62%
of customers say theyshare bad experiences with others
Buyers will pay more for good customer service
68%
of buyers will pay more for products and services from a company with a strong record of good customer service
Top Customer Complaints
Source : Square Australia
10. Lack of follow up after the issue is resolved
9. Not following through on promises
8. Issue not resolved on first call
7. Having to restate the issue
Top Customer Complaints
1. Product is out of stock
2. Broken/defective product
3. Product/Service doesn’t meet expectations
4. Preferred payment not accepted
5. Long hold times
6. Disinterested customer service