It used to be that winning products and services spoke for themselves, and kept customers loyal and happy; an era that’s long since been over. We think Jeff Bezos, CEO of Amazon, said it best himself: “In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.”
Customer support and experience are fundamental to the performance, and ultimately, the long-term success of modern-day businesses. These customer support statistics pulled from various industry reports and studies tell a story of how increasingly important it is to provide full-service, multichannel, round-the-clock, easy-to-digest support to every customer in 2017.
1. Companies lose more than $62 billion due to poor customer service every year on average. (Source: New Voice Media)
2. researchers found that among thousands of customers studied, customers who had the best past experiences spend 140% more compared to those who had the poorest past experience. (Source: Harvard Business Review)
3. 32% percent of those surveyed in a recent State of Social Customer Service Report found the phone to be the most frustrating way to engage customer service. (Source: ConverSocial)
4. 54% of millennials said they stopped doing business with a company because of poor customer service. So did 50% of Gen Xers and 52% of baby boomers. (Source: Conversion Research)
5. 40% of customers switch brands or services because a competitor offers better customer support. (Source: Zendesk)
6. There’s a $3 return on investment expected for every $1 invested in the customer experience. (Source: SiteCore)
7. 95% of consumers have taken action as a result of a bad customer experience, and of those consumers, 85% wanted to warn others about doing business with the company. (Source: Zendesk)
8. On the other hand, 23% of customers who had a good customer experience told 10+ people. (Source: Harvard Business Review)
9. 67% of consumers list bad customer experience as one of the primary reasons for churning. (Source: Kolsky)
10. 32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 minutes. (Source: The Social Habit)
11. 77% of people say that valuing their time is the most important thing a company can do to provide them with good service. (Source: Forrester)
12. 90% of consumers say they expect consistency and continuity from a brand across channels. (Source: Microsoft)
13. 97% of global consumers say customer service is important in their choice of, and loyalty to, a brand. (Source: Microsoft)
14. 51% of B2B companies avoid vendors after a poor customer service experience, and 66% stopped buying completely. (Source: Zendesk)
15. 66% of customers said that they would spend more with a retailer for improved customer service. (Source: Salesforce)
16. Only 1 out of 26 unhappy customers complain, and the rest churn. (Source: Kolsky)
17. Live chat support has a customer satisfaction rate of 73% – the highest of all customer service channels – with email at 61% and a low 44% for phone support. (Source: Econsultancy)
18. 55% of consumers say that easy access to support and information can make them fall in love with a brand. (Source: RightNow)
19. Even for a small support team of three people, implementing simple automation can save up to 600 hours — that’s an extra 25 days every year. (Source: Groove HQ)
20. 60% of consumers view a brand with a mobile-responsive self-service offering more favorably. (Source: 2015 Global State of Multichannel Customer Service Report)
21. 90% of customer service decision-makers believe that delivering good customer service is critical to their company’s success. (Source: Forrester)
22. 50% of customers think it’s important to solve product or service issues themselves. (Source: Zendesk)
23. 70% of customers expect a company’s website to include a self-service application. (Source: Super Office)
24. 91% of customers surveyed said that they would use an online knowledge base if it were available and tailored to their needs/questions. (Source: Coleman Parkes)
25. In a survey of more than 75,000 consumers, the number one most important factor in a customer’s loyalty was found to be reducing their effort; in other words, the work they have to do in order to solve their problem. (Source: Harvard Business Review)
As new trends in customer service and customer experience emerge, companies in every industry are taking stock of what they can do to improve. With such high importance placed on providing consistent, fast, and self-service support to customers, Zingtree decision trees are a powerful tool that can streamline and strengthen customer service.
With an interactive online format that can be hosted anywhere, interactive decision trees allow customers to quickly self-solve issues, find answers to questions, and schedule follow-ups, so they’re more likely to be happier and more loyal to your business.
Did we miss any important statistics or trends? Let us know in the comments below!