We all understand the basic value of customer service, knowing that if we aren’t able to deliver a good customer experience, they’re going to walk away unsatisfied. Better customer service means happier customers, which means more profit, better retention rates, and an easier job growing your company.
But what exactly does that look like, and how much can it really impact your business?
We know that your business decisions are going to be based heavily on data and research, so we collected 34 of the most important customer service statistics that you can’t afford to ignore.
In this post, we’ll walk you through the current state of customer service, the profitability potential of a great customer experience, what customers are expecting, and so much more.
In order to know where we’re going, it’s important to know where we’ve been and where we are now. These statistics were compiled from multiple different case studies to assess the current state of customer service as a whole today.
Wondering which platforms customers are drawn to, what you should prioritize, or how to best connect with your customers? Unfortunately, the answer is pretty much “all of them,” and you’re expected to adapt to each one quickly.
Consider the following:
Customer expectations are important, because if we’re not meeting - and exceeding - them we’ll struggle to stand out or retain their business. And it’s clear that expectations around customer service are continually increasing, so let’s take a look at what these new standards are:
Customer service isn’t a precautionary measure designed to appease angry customers who have already purchased from you or to try to prevent negative reviews from being published online. Instead, it should play an active role in engaging and serving your customers even if they haven’t purchased yet, because good customer service will influence their decision to purchase. Strong customer service can lead to a direct increase in your client satisfaction and retention rates, and the research proves it:
Strong customer service, of course, can lead to a big boost in profitability. Let’s take a look at some of the statistics that prove this:
While plenty of businesses want to prioritize great customer service, many experience pain points that may make it more difficult. Let’s take a look at the most common and how they’re impacting businesses like yours:
Customer service is clearly important for your brand’s reputation, it’s growth, and it’s potential profit. All of the data clearly points to this fact, and it’s a strong reminder that investing in your customer service is never something that you’ll regret doing.
Publish Date: October 17, 2019 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|2.)||Computer Data Services, LLC|
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.
- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.
Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
|8.)||Teckinfo Solutions Pvt. Ltd.|
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
|Can Your Small Business Afford A Call Answering Service?||July 15, 2020 5:00 AM|
|7 Things Every Virtual Office Needs||June 23, 2020 5:00 AM|
|10 Things Every Virtual Office Needs||June 23, 2020 5:00 AM|
|10 Answering Service Posts Every Small Business Should Read||June 2, 2020 5:00 AM|
|How to Personalize Customer Service as a Small Business||April 29, 2020 5:00 AM|
|9 Stress Management Tips for Business Owners & Team Leaders||April 21, 2020 5:00 AM|
|Who’s Answering Your Phones During COVID-19?||April 8, 2020 5:00 AM|
|Small Business Tips: Guide to Working from Home||April 1, 2020 5:00 AM|
|How Technology is Changing Customer Service||March 18, 2020 5:00 AM|
|6 Simple Ways to Create a Lifetime Customer Base||February 19, 2020 5:00 AM|