Nothing is scarier than a terrible customer support experience. Customer frustration, coupled with the lack of and resources, can tarnish your brand or organization’s reputation, send customers running for the door, and negatively impact your bottom line.
However, customer support doesn’t have to be a nightmare; it also presents the opportunity for amazing results. Customer self-support creates a painless experience by using collective, shared knowledge to meet customer needs. With traditional support, a customer may be on hold for hours or submit a support ticket only to hear back days later – or worse, never at all. With a support experience like this, negative customer feedback shouldn’t come as a shock. Customers want to be heard, they expect immediate action, and they want the ability to help themselves.
Here are 13 hair-raising statistics to encourage a greater buy-in for customer self-support in your organization:
- An estimated $41 billion is lost by U.S. companies alone each year due to poor customer service. (NewVoiceMedia)
- 76% of consumers say they view customer service as the true test of how much a company values them. (2015 Aspect Consumer Experience Survey)
- 60% of consumers have higher expectations for customer service now than they did just one year ago. (2015 Global State of Multichannel Customer Service Report)
- 73% of consumers want the ability to solve product and service issues on their own. (2015 Aspect Consumer Experience Survey)
- One-third of consumers said they’d ‘rather clean a toilet’ than speak with customer service. (2015 Aspect Consumer Experience Survey)
- 60% of consumers favor a balance of price and service and will not accept low service levels in exchange for a cheap deal. (UKCSI Customer Satisfaction Index)
- 77% of US online adults say that valuing their time is the most important thing a company can do to provide them with good service. (Contact Centers Must Go Digital or Die, Forrester Research, 2015)
- 90% of consumers now expect a brand or organization to offer a self-service customer support portal. (2015 Global State of Multichannel Customer Service Report)
- Nearly 80% of contact centers say their current customer service systems won’t meet their future needs. (Dimension Data 2015 Global Contact Centre Benchmarking Report)
- The probability of selling to an existing happy customer is up to 14 times higher than the probability of selling to a new customer. (Marketing Metrics: The Definitive Guide to Measuring Marketing Performance)
- 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience. (2015 Global State of Multichannel Customer Service Report)
- Most customer experience successes are dependent on customer service: 35% of surveyed consumers rated their experience a success because customer service was pleasant or helpful (35%); customer service was very knowledgeable or well-trained (27%) and customer service was empowered to help properly (24%). Only great product quality ranked equally high as these satisfying customer service experiences at 25%. (SDL 2015 The Global CX Wakeup Call Report)
- 60% of UK consumers prefer a balance of price and service and will not accept low service levels in exchange for a lower priced product. (UKCSI Customer Satisfaction Index)