What Consumers Want: 5 Important Customer Service Statistics
Excellent customer service is the key to attracting and retaining customers. There’s some truth in “the customer is always right” – or at least making them feel they are by giving them exemplary customer service.
A positive customer service experience is so important to consumers that
76% of shoppers reported that they feel customer service is the true test of how much a company values them,
according to the 2015 Aspect Consumer Experience Survey.
Valuing their precious time is also important. 77% of online shoppers reported 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)
Three things customers hate:
32% of customers will switch companies because “they are fed up with speaking to multiple agents,” according to a recent article from Insight Squared.
56% said they have to re-explain an issue when speaking to customer service, according to a report from the Harvard Business Review.
57% said they have to switch from their computer to a phone to speak with a customer service agent. (Harvard Business Review)
One powerful way to let customers know you value them and their time is by offering live chat support. With live chat support, customers can have their questions and concerns quickly answered, don’t have to speak with multiple agents, don’t have to re-explain their issue and don’t have to switch from their computer to phone. It’s win, win, win on all counts when you add live chat to your customer support service.