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In today’s digital age, more transactions occur without any human interaction. The customer can shop, buy, and receive service online. So, why then is customer service still so important? Inevitably, a digital transaction can and will go wrong at some point, and your customer will need to reach a live person on the other end of the line. How that company representative treats that call is of significant importance to whether you will retain or lose that customer.
No business owner wants its customers to receive poor customer service—yet it happens more than you might realize. Perhaps when a customer calls, the associate who greets them on the other end of the line is having a bad day and doesn’t give the call the attention it deserves. It could be something as simple as putting a call on hold without first asking permission or the tonality used when greeting the customer. These examples may seem like trivial things, but each time a customer doesn’t feel like a priority when in contact with the company or its representatives, it leaves a wrong impression. Not suitable for the employee, the company, and most of all—the customer.
We found some statistics on customer service we thought you might find interesting:
– An American Express Survey found that 68% of customers said their most recent positive experience with a company was due to the pleasant attitude of the representative. The same American Express survey said 33% of Americans who receive poor customer service just once would switch to another company.
– A study by ContactPoint Client Research found that 67% of customers surveyed hung out of frustration after being unable to reach a live person through an automated call system.
– 73% of customers report that a positive customer service experience is key to brand loyalty.
– A study by the Temkin Group (now known as Qualtrics XM) found that 22% of customers decreased customer spending after a bad customer service experience, and another 19% completely stopped doing business with the company.
These statistics make it noticeably clear — customers still highly value positive human interactions, both in a B2B and B2C setting (Even more so during the COVID era). And customer loyalty is directly correlated to the customer experience. At Lo-Key Solutions, we know that superior customer service starts with operational efficiency. We help our clients, ranging from startups to enterprise-level organizations, improve the quality of their overall operations so they can work more efficiently to deliver the best customer experience to their customer or client base. Suppose your company has been losing money due to inefficient, outdated, and error-prone tools and processes. In that case, we can help you cut short-term costs and position your organization for long-term profitability gains.