Some useful customer service statistics to remember and to share with your team.
56% of customers reported having to re-explain their issue at least once over the course of the service interaction.
(CEB Effortless Experience)
85% of VPs of Sales surveyed said that the lack of a single customer view led to business problems.
62% of customers had to contact the company multiple times to resolve their issue. (CEB Effortless Experience)
54% of agents must use multiple sources to answer questions correctly.
33% of companies analyze customer insight across organizational boundaries. (Experian Marketing Services, 2012)
82% of customers said that better customer service could have stopped them from switching to another brand. (Forrester 2014)
70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly.
Reducing your customer defection rate by 5% can increase your profitability by 25 to 125%.
(Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy)
62% of organizations view customer experience provided through contact centers as a competitive differentiator. (Deloitte: Contact Center Survey)
51% of companies increased the staffing of their centralized customer experience team in 2014.
By 2020, customer experience will overtake price and product as the key brand differentiator.
(Customers 2020 Report)
70% of customers will do business with you again if you resolve their complaints.
Only 14% of respondents in a 2014 survey of CMOs rated the customer-centricity of their organization as high; and only 11% believe their customers would say the same.
(2014 CMO Council Customer Engagement Report)
65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience.( 2014 Parature State of Multichannel Customer Service Report)
92% of companies surveyed reported a decline in customer satisfaction; consumers were most disappointed by inconsistent service. (Salesforce.com)
The probability of selling to an existing customer is 60-70% while it falls to just 5-20% for new prospects.
Commerce spending for repeat customers is on average 105% higher than for new customers. (McKinsey)
60M hours a year are wasted on hold with call centers. (Fonolo)
Publish Date: May 9, 2015 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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