Many customers are very forgiving people. However, people rarely overlook lousy customer service. They understand that humans manage businesses and humans error occasionally. But there is one utterly unforgivable mistake when interacting with your prospects and clients – bad customer service.
If a customer is treated poorly, they can make a formidable business enemy. Just reading this statement may summon some frustrating past experiences with customer service. These instances sting for a long time.
The following ten statistics underscore the significance of ensuing good customer experiences.
10 Ways Bad Customer Service Destroys Business
1) Online transactions are abandoned by 45% of U.S. customers if their concerns or questions are not addressed quickly
– Forrester
2) Customers are 4 times more likely to buy from a competitor if they have a service related problem vs. a product or price issue
– Bain and Co.
3) A 10% increase in customer retention can result in a 30% increase in company value
– Bain and Co.
4) It requires 12 positive customer experiences to make up for a single negative experience
– Parature.
5) 91% of unhappy customers will choose not to do business with your company ever again
– Lee Resources, Inc.
6) A dissatisfied customer will share their experience with 9 to 15 people
– White House Office of Consumer Affairs.
7) 81% of organizations that measure customer service are surpassing their competition
– Peppers & Rogers Group.
8) It is 4 to 5 times more costly to bring in a new customer than it is to keep an existing one
– Lee Resources, Inc.
9) 65% of 1,000 consumers surveyed said they’ve stopped associating with a brand over a single unpleasant customer service experience
– Parature State of Multichannel Customer Service Survey.
10) U.S. brands are losing approximately $41 billion every year because of poor customer service
– NewVoiceMedia.
These statistics represent just a fraction of the data that validates the essential role of customer service in an organization.
Keeping your current customers satisfied is vital for brand management and business growth. So the question is, do you know how your customers would rate the level of service at your company?
To diagnose and mend customer service issues, you need to recognize the signs of this critical flaw. One easy way is to record and listen to phone conversations with your customers.
After analyzing millions of business call interactions, Convirza has observed several bad customer service symptoms. They are much more common than you might believe. Because bad customer service happens so often, we did something unique to help our clients improve and avoid this problem.
Our AI-powered Conversation Analytics® services dissect calls and identify all kinds of events and interactions. Several of our proprietary voice analytics indicators target customer service, namely:
- Tone of voice
- Agent politeness
- Phone etiquette
- Agent credibility
- Determine needs
- Caller agitation
The results are available within minutes on the Convirza Platform. You can also set up automatic alerts when certain things occur during a call. For instance, an alert can be emailed or texted when a caller is upset (high caller agitation score).
Many of our customers get automatic alerts when a call goes bad, or a phone agent is not polite. Learn more about these missed opportunity alerts.
Conversation Analytics® makes it easy to have guardrails in place to protect against and warn management about the dangers of poor customer service.
