Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 2018 70

Kayako

OCTOBER 29, 2015

Customer interactions were at the top of this list, and many entrepreneurs and small companies were considering why they should hire a support rep in house when they could outsource one for $4 or less an hour? Slowly coming back home: 2010 – 2015. 2015 – onwards. Then the boom of US-based virtual assistants happened.

2010 98

2010 2015 Poor Customer Service 2005 98

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia.

Retail 111

Retail Customer Experience Social Media 2013 111

Provide Support

JUNE 2, 2016

And, not surprisingly, they will no longer tolerate poor customer service. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience.(.). © 2003 - 2015 Provide Support LLC. Their lifestyles demand fast and convenient access to information anytime, anywhere.

Consumers 52

Consumers 2003 Customer Service Poor Customer Service 52

Customer Guru

JUNE 19, 2018

Another shocking incident saw its daylight back in 2015 when another Starbucks employee had crossed the line of terrible customer service. Post this incident, the customer, Ruby Chen was apologized to and offered a gift card worth $100. The closure has been estimated to be a whopping $20 million in the lost sale!

2018 89

2018 Poor Customer Service 2015 Customer Retention 89

Talkdesk

SEPTEMBER 22, 2015

Mamas, don’t let your babies grow up to poor customer service providers, Don’t let ‘em drop calls and ignore customer needs, Let ‘em breed loyalty and generate leads. Treating your employees right will not just boost their well-being and happiness, it’ll gradually trickle down to your customers.”.

Tourism 64

Tourism Magazine Call Center Poor Customer Service 64

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. Published on: April 18, 2016.

Customer Service 49

Customer Service Social Media 2015 2016 49

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. What does this mean for you and your business?

2016 56

2016 Social Media 2015 Customers 56

Eptica

MARCH 31, 2016

The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. Banking tops the table In 2015, the study highlighted the big improvement made by banking sector websites (an overall online score of 91% for the sector), overtaking sites operated by fashion retailers.

Customer Service 49

Customer Service 2015 Entertainment Fashion 49

Eptica

JULY 27, 2016

Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. Making conversations count Despite what many consumers may believe, poor service is not normally deliberate.

Customer Service 50

Customer Service Poor Customer Service Contact Center 2016 50

Joe Rawlinson

JULY 25, 2018

When you fail to respond to customer requests by email within 24 hours, you are letting down over 80% of your customer base. There is even more demand for speedy responses if your company uses social media profiles to interact with customers. In addition, 97.6%

Social Media 84

Social Media 2017 2014 Poor Customer Service 84

Provide Support

OCTOBER 7, 2015

It appears that the customer service sun is starting to rise and shine to both customers and companies around the world. The recent stats from 2015 U.S. Below are the 6 signposts showing a direction to reach this desirable and very fruitful state of customer service nirvana.

Customer Service 88

Customer Service Multi-Channel Social Media Customers 88

Tricia Morris

DECEMBER 4, 2015

A chain heavy with disappointing customer service experiences drags on the organization not only in the customer’s memory, but through online reviews, social media and even media attention depending on severity and/or virality.

Presentation 63

Presentation Customer Service Airlines 2010 63

Ecrion

MAY 17, 2019

Self-Service is Now Standard Customers would rather reference your company’s website or interact with an online assistant than call you with a question. In 2015, that number jumped to 81% and continues to rise. As such, they’re able to remain cheerful, even under the most distressing customer interaction.

Customer Experience 64

Customer Experience E Commerce E-support 2012 64

Comm100

JANUARY 14, 2016

A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. billion PC users.) Of course, one of those channels is social media.

2016 0

2016 Customer Service Social Media 2015 0

CSM Magazine

JANUARY 20, 2022

The call centre software tools that improve customer satisfaction. Many of us who have contacted a call centre can relate to the words of Adele in her 2015 chart-topping single Hello ? Bad communication down to excessive transfers and long queues can quickly lose customer interest.

Poor Customer Service 52

Poor Customer Service 2015 Social Media Customer Relationship Management 52

Comm100

JUNE 13, 2018

Customers can experience many types of pain points, or common problems, while doing business with a company. Remedy existing customer pain points before the holiday rush by considering the following: Where do your customers currently experience friction in the buying experience?

E Commerce 74

E Commerce E-support Social Media Retail 74

BirdEye

OCTOBER 5, 2023

Your target audience gets all the wrong feels when your brand is beset with poor reviews and bad press. Some other reasons include poor customer service and public relations mishaps. Negative brand perception can lead to the following: Loss of trust: Customer loyalty takes a nosedive when trust is lost.

Measurement 64

Measurement Brands Social Media Net Promoter Score 64

Magellan Solutions

APRIL 12, 2021

This in turn creates the ability to expand your services in all directions. Improve Customer Service. The healthcare industry is among the services with poor customer service. But more on how the medical facility interacts with their patients after providing the medical services. .

Healthcare 52

Healthcare Insurance 2025 Consulting 52

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. More customers this year doing more shopping online, asking more questions and expecting better and faster service across more channels, including their smartphone. Feeling stressed already that your brand might wind up on the naughty list for customer service? Consider this.

2015 77

2015 Customer Service E Commerce E-support 77

Talkdesk

AUGUST 20, 2015

“Customers now have the power to really impact your business more than ever before,” says Jim Tincher. Tincher presented a talk titled, “Driving Growth by Reducing Customer Effort,” for the Talkdesk Webinar Series on August 19, 2015.

Loyalty 53

Loyalty Customer Experience Webinar Call Center 53