Are Dissatisfied With Their Phone Experience
Get frustrated when a rep does not have immediate access to
their info.
Do not like to be transferred more
than once on a call.
Think they are put on hold for too long.
Think it takes too long to reach a live
agent.
customer care is vitalcustomer care is vital
contact center is still king contact center is still king
the social media shiftthe social media shift
Maintain a human relationshipMaintain a human relationship
81% To gain a new
customer
To retain
existing customer
7x the cost
81% of companies that deliver excellent customer service are outperforming
their competition.
68% of defecting customers leave as a result of poor
customer service.
Customers need more than convenient access to customer service; they need a level of genuine human interac-tion that drives positive customer experiences. 81% of customer service winners are outperforming their competi-tion, and social media is growing in importance. However, studies still show 92% of interactions are on the phone, and 71% of consumers want to keep it that way. Here’s what they think companies can do better to master the
personal touch.
finish line
68%
Sources:http://www.sas.com/offices/europe/france/pdf/CEMM_France_Handout_17Apr09.pdf
http://www.customerthink.com/blog/consumers_drive_channel_preference_to_achieve_effortless_customer_servicehttp://mashable.com/2012/09/29/social-media-better-customer-service/
http://www.gartner.com/it/page.jsp?id=2101515http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/
http://dailyinfographic.com/social-customer-service-infographic#http://about.americanexpress.com/news/docs/2011x/AXP_2011_csbar_market.pdf
of consumers prefer online customer service to
speaking on the phone.
15% increase
Failure to respond via social media causes a 15% increase to the churn rate for existing
customers.
Despite the growing significance of social media in customer service, many businesses still ignore it. Of the top 50 brands in a 2011 A.T. Kearney Survey:
29% 62%
of consumers have already used social media for customer
service.
84%
71%
of consumers prefer to have a
phone conversation
45.4 Billioncalls every year
92%
of customer service interactions are via
telephone
85%
94%
72%
69%
60% of customers are willing to pay
more for a better experience.
Contact centers handle an
average of:
2% 10% 10% 30%
Increase in retention
decrease in company costs
Increase in retention
Increase in company value
However...
x
Customer Complaint form
social MediaSocial media
56% 71%
Did not respond to any customers on their Facebook page.
of consumer complaints were completely ignored
on Twitter.
customer reviews
x
1 Provide AnswersProvide Answers2
3 4
55%
Recognize Their WorthRecognize Their Worth
Create a Huge Effect on BusinessCreate a Huge Effect on Business
59%
73%
of people will explore a new option or brand just to see if they can get a better service experience.
Don’t Waste TimeDon’t Waste Time
66%of customers say that valuing a customer’s time is the most important aspect of customer service.
Understand the Social ShiftUnderstand the Social Shift
50%of customers expect a response to a complaint within one day; social media is an instant line of communication.
of Americans have spent more money with companies that provide good customer service.
45%of online consumers will abandon a purchase if they cannot find a quick answer to their problem.
live chatx
live chatrep: How can i help you today?
Are Dissatisfied With Their Phone ExperienceHowever...
Despite this, many companies are not making the most of their
customer care capabilities...
Social media is growing in significance as a customer service channel.
Today, customers overwhelmingly still prefer to communicate via telephone.
By 2020, over 90% of companies will integrate social media into
customer care.
Consumers expect a response to online complaints the same
day it is posted.
TALK TO METALK TO METALK TO MECustomers Crave Personalized
Support in a Social WorldCustomers Crave Personalized
Support in a Social WorldCustomers Crave Personalized
Support in a Social World
Even though social media continues to gain popularity, it is just a channel. Human interaction and the contact center are still the most efficient and desired way to maintain healthy customer relationships, all it takes is mastering the personal touch.
