Everyone knows what customer service is and we've all been on the end of both good and bad customer service. The bad ones we remember, the good ones we take for granted.
One of the top reasons a customer flips and goes with your competitor is because of bad customer service or they just don't feel appreciated. You're not expected to have superior customer service because, ya know, "The customer is always right" or something like that lol. You need to be able to fix every problem you can in a single email, even if they want you to fix their kitchen sink. Not all support tickets or emails can end happily, but you should aim to resolve everything and receive praise from the client for going above and beyond
Some companies even outsource the support system to qualified companies so they know that the experience will always be top notch.
Now then, let's get to it
Did you know that roughly 60% of people expect top notch customer service? Did you also know that 80% of businesses think they offer quality support but when a survey was done asking people about support systems there was only 8% of them that said they delivered high class support? And only 1% of these consumers believed that certain businesses delivered great customer support over and over. That's a pretty big difference and it makes me think that some of these companies are just blind to what's actually going on via email or phone calls with clients.
Around 51% of people will try to contact your support desk one time. You need to get in touch with these people pretty quick because they won't wait around for you to respond and email you again if you don't.
About 78% of people have ditched a transaction because the person on the other end of the email or phone call was giving them a poor experience. You never know who is going to be your next big sale so you should be treating every email and phone call like it's a million dollar deal.
Roughly 89% of people have stopped purchasing from a website or business due to a bad experience. This will kill you over time if it's not resolved immediately. A bad experience spreads like the plague and it's hard to stop once it gets going.
Around 44% of people have switched to one of the major competitors due to bad customer service. Like I mentioned above, you need to treat every client or customer like they are going to spend a million dollars Also, a customer is 4x more likely to switch to one of your competitors if there is a problem with your product or service.