18 InterestIng stats to get You

rethInkIng Your Customer servICe ProCess

42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic

user interfaces, and multiple applications. - Forrester

45% of US consumers will abandon an online transaction if their questions or concerns

are not addressed quickly. - Forrester

It is 6-7 times more costlyto attract a new customer

than it is to retain an existing customer.

- White House Office of Consumer Affairs

89% of consumers have stopped doing business with a company after experiencing poor customer service.

- RightNow Customer Experience Impact Report

Consumers are 2 times more likely to share their bad customer service experiences than they areto talk about positive experiences.

- 2012 Global Customer Service Barometer

26% of consumers have experienced being transferred from agent to agent without

any resolution of their problem. - 2012 Global Customer Service Barometer

A customer is 4 times more likely to buy from a competitor if the problem is

service related vs. price or product related. - Bain & Co.

33% of consumers would recommend a brand that provides a quick but

ineffective response. - Nielsen-McKinsey

17% of consumers would recommend a brand that provides a slow but effective solution.

- Nielsen-McKinsey

It takes 12 positive customer experiences to make up for one negative experience.

- Parature

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

45% of companies offering web or mobile self-service reported an increase in site

traffic and reduced phone inquiries. - CRM Magazine

81% of companies motivate employees to treat customers fairly, and 65% provide effective tools and training

to gain trust with their customers. - Peppers and Rogers Group

70% of buying experiences are based on how the

customer feels they are being treated.

- McKinsey

55% of consumers would pay more for a better customer experience.

- Defaqto Research

83% of consumers require some degree of customer support while

making an online purchase. - eConsultancy

Customer churn is attributed to the poor quality of customer service.

- Accenture Maximizing Customer Retention Report

A 10% increase in customer retention

levels result in a 30% increase in the value

of the company. - Bain & Co

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