Even in a digital world, customer service is a business make or break — probably even more so.
With so much of our activity taking place behind screens, sans any interaction, customer service is arguably our last tether to a real human connection. (Cue Gravity scene here.)
Today, when someone has a bad experience with your product or service it doesn’t just stop at them.
Before they can even think twice, they unleash a wrath of bad word-of-mouth; tweeting about it, leaving a bad review on Yelp, or warning their friends with a scathing Facebook status. Their bad experience reaches to the ends of the web world — and sadly, it drags down your reputation in the process.
As ClickSoftware revealed in this infographic, not stopping these kinds of feelings dead in their tracks, can have a huge toll on your business’ long-term bottom line. In fact, an estimated $83 billion is lost by US enterprises alone every year.
People don’t want to work with or buy from a company with a bad reputation, and who can blame them?
Luckily, even if a consumer is unhappy with your offering, you can turn things around with good customer service.
When someone reaches out (or they simply mention their dissatisfaction on social media) listen to their complaints. Respond promptly, offer a solution, and use their feedback to prevent the situation in the future.
Even if you’re not readily available via phone or in person (a common problem in today’s global market), you can use email, live chats, and social media, as ClickSoftware points out, to still extend a helping hand.
And trust me, this effort won’t go unnoticed. By reaching out, you’ll not only “delight” your consumer, but build your reputation as a brand that really cares.
Check out all of the facts and figures in the full infographic below, but here are just a few of the surprising stats you’ll find:
- The best countries for good customer service are New Zealand, Canada, and Australia.
- 55% of customers would pay extra to guarantee better service
- 70% of customer service complaints on Twitter go unanswered — this is your opportunity!
- When making buying decisions, 63.9% of customers report that customer service is more important than price.
- 89% of consumers will leave your brand for your competition after a bad experience