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The True Cost of Bad Customer Service - DiRAD Technologies - ContactCenterWorld.com Blog

The True Cost of Bad Customer Service

Ever wonder how important your customer service team is?

Spoiler….it’s more important than you think.

Cost of Bad Customer Service Header

As business owners, we all know that acquiring a new customer can cost significantly more than keeping an existing customer. However, customer service is often the weakest point in a business, costing billions of dollars per year. Most of the issues happen in the customer support center. And we aren’t talking about just phone calls. Customers now have multiple channels to reach out to customers they do business with including social media, email, chat, and text messages.

How you respond to their inquiries and complaints can be the difference between a returning customer and one that heads to your competitors. In fact, 33% of Americans say they will consider switching companies after only one instance of poor service, and more than 50% have scrapped a planned purchase due to bad service.  Learn more about the costs of bad customer service in the full infographic below.

Cost of Bad Customer Service Infographic

Leverage Unified Communications to Improve Customer Service

So how do you up your customer service game to keep your customers happy? Customers want an easy, friendly, and fast experience. They are also looking for options on how to interact with you. Gone are the days of just offering email and phone calls during business hours as a way of communicating. Customers expect to be able to reach out 24/7 and via email, phone call, text, or chat. Unified communication solutions allow you to meet and exceed your customer expectations to improve customer loyalty and improve the bottom line.

Whether you choose to implement your communication technologies in-house or outsource to a contact center, it is important to partner with the right communications expert. It is not enough to simply have the capabilities to chat with a customer on their preferred platform, at any time. The implementation must be done right for a frictionless customer experience. This is particularly important if you are utilizing AI technologies such as IVR. Partnering with the right company can steer you in the right direction and ensure that the implementation of these various technologies improves your customer experience.

Interested in retaining more customers and saving money? Let’s Chat!

Publish Date: April 29, 2021 3:25 PM


2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 



View more from DiRAD Technologies

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