Customer Service: Why 76% of Your Customers Will Leave YouBrittany Dow
Ovum and LogMeIn conducted a study to see how customer service experiences are affecting their customers. Within the study they looked at the time it takes to speak with a customer support representative, how customer service directly impacted customer loyalty and what channels customers are using to seek out support.[Tweet “#INFOGRAPHIC: Where #Business is Missing the Mark with Customer Support @ovum @LogMeIn”]
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Check out the Infographic below to see what they found:
According to the study, 76% of customers stop doing business with a brand following a bad experience and 50% of customers say that the ability to reach support reps have worsened over the last two years.
As highly mobile and connected customers, we expect a quick and painless experience with fast results. In an effort to fulfill these needs, businesses are increasing their live chat and non voice channels to help assist customers. In the past two years, customers using non voice channels to reach customer support have doubled and now almost 50% of customers are using web or non voice channels as a go-to way to reach a support agent. The benefits to using non voice channels is allowing fast access to agents and quicker resolutions for customers. Agents are also able to handle more than one customer at a time, making the wait time shorter for customer.
How is your business handling customer support? Do you ask your customers for feedback and continually evaluate to ensure that you are doing all you can? Tell us in the comments below what does and doesn’t work for your business.