b2b customer service stats
TRANSCRIPT
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B2B CUSTOMER SUPPORT SOFTWARE
26 B2B CUSTOMER SERVICE STATISTICS
That Make You Go Hmmm…
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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
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B2B CUSTOMER SUPPORT SOFTWARE
THE COSTS OF POOR CUSTOMER SERVICE
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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
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B2B CUSTOMER SUPPORT SOFTWARE
51%
of B2B companies will avoid vendors for at least 2 years after
a bad customer experience*dimensional Research
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B2B CUSTOMER SUPPORT SOFTWARE
67%
of customer churn could be prevented by resolving the customer issue at the first
contact*thinkjar
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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
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B2B CUSTOMER SUPPORT SOFTWARE
62%
of customers have to repeatedly contact a company
to resolve an issue*Harvard business review
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B2B CUSTOMER SUPPORT SOFTWARE
$$$The global average value of a
lost customer is
$243*kissmetrics
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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
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B2B CUSTOMER SUPPORT SOFTWARE
it is
7 times more expensive for companies to attract new customers than
to keep existing ones*Harvard business school
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B2B CUSTOMER SUPPORT SOFTWARE
32%
of US customers switch companies because they are fed
up with speaking to multiple agents
*newvoice
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B2B CUSTOMER SUPPORT SOFTWARE
WHAT CUSTOMERS WANT
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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
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B2B CUSTOMER SUPPORT SOFTWARE
89%
of customers get frustrated when they have to repeat themselves
to multiple representatives*aberdeen
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B2B CUSTOMER SUPPORT SOFTWARE
78%
of customers expect to get an answer from self-service
*thinkjar
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B2B CUSTOMER SUPPORT SOFTWARE
84%
of customers are frustrated when the service agent doesn’t have
information*thinkjar
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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
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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
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B2B CUSTOMER SUPPORT SOFTWARE
55%
of customers say easy access to information and support can make
them fall in love with a brand*rightnow
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B2B CUSTOMER SUPPORT SOFTWARE
62%
of customer service organizations view customer experience as a
competitive differentiator*deloitte
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B2B CUSTOMER SUPPORT SOFTWARE
THE REWARDS OF GREAT CUSTOMER SERVICE
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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
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B2B CUSTOMER SUPPORT SOFTWARE
$$$60%
of consumers increased their spending after a really good response to a bad experience
*temkin group
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B2B CUSTOMER SUPPORT SOFTWARE
65%
of companies are able to successfully upsell or cross-sell to
existing customers*thinkjar
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B2B CUSTOMER SUPPORT SOFTWARE
86%
of buyers are willing to pay more for a better customer experience
*walker
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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
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B2B CUSTOMER SUPPORT SOFTWARE
increasing retention by 5%
increases profits by
25-95%*Harvard business school
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B2B CUSTOMER SUPPORT SOFTWARE
By improving the help section on your website, customer service teams can
reduce calls by 5%*Harvard business review
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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)
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B2B CUSTOMER SUPPORT SOFTWARE
50%
of consumers use a company more frequently after a
positive customer experience*newvoice
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B2B CUSTOMER SUPPORT SOFTWARE
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