Customer service is an integral part of any company’s success. It can be a deciding factor for a customer to choose your company over your competitors. The importance of customer service cannot be underestimated because it can help build and maintain healthy relationships with customers. It also helps with the overall growth of the company, as it builds trust and loyalty among customers by providing them with quality customer service.
The customer service industry is changing rapidly. Customers are now more demanding and have higher expectations than ever before. They want to be able to reach out to a company at any time, and they want their problems solved quickly.
Businesses need to meet these expectations in order to stay competitive in the market. They need to offer solutions that will satisfy the customer’s needs, and they need a solid understanding of what their customers want from them.
Despite what you might think, customers don't usually call customer service without first trying to fix their problems on their own. One of the main reasons they do this is that they are looking for information that they believe can make the problem easier to solve. Customers also have time constraints and prefer not to waste precious time on unimportant tasks like figuring out how a particular feature works if they can be more productive elsewhere. Finally, customers want the satisfaction of solving their own problems and feel that it improves their relationship with the company by
The millennial generation is the tech savvy and impatient generation. They expect immediate response from companies, especially when it comes to customer service. This is because they are used to being able to contact any company with a few taps on their phone screens and get an answer almost immediately.
Generation X are more hesitant to use new technology as they are skeptical about its impact on their lives. Whereas baby boomers don't know what social media is, let alone what’s a tweet or Facebook status update. But this doesn't mean that they don't want good customer service. They just have different expectations of what it should look like than millennials do.
Customer service is a key factor in how your customers perceive you, especially when it comes to influencers. Providing attentive customer service can lead to an increase in brand loyalty.
Negative customer service experiences are more likely to be shared, so it’s important to avoid them. However when you make sure your customers are satisfied, they'll tell their friends about their experience which can create good word-of-mouth for your company.
It's important to consider lots of different options for business success and customer satisfaction when thriving in the modern world. However, one thing is for sure: Customer service is essential.
| impact on potential customers | Good customer service influences the purchasing decisions of 54% of potential customers. | 19% consumers cite customer service as the top priority in their buying decisions | 68% of consumers are willing to pay more for a good customer service. | excellent customer service can increase customer retention by 57% | ||
| customer service as a sales tool | 94% recommends a products or service to others if they experienced a positive customer service experience. | a positive or negative customer experience directly impacts your company’s revenue and growth | ||||
| How to Guides | How to guides play important role in setting product quality impression | 32% of customers will try to resolve their issues first before calling customer service teams | 34% said that they only do so “most of the time”. | 68% of people would rather watch a video to solve their problem than speak with a support agent. | 89% of customers use a search engine to find answers before contacting customer service | |
| Customers Expectations | 77% of millennial consumers indicates that they would be ready to pay more to get good customer service. | 71% of Gen Xers and 60% of baby boomers are not far behind to pay more | 67% of customers find automated systems frustrating and will hang up if they don’t get through to talk to a real person. | 66% of customers agreed that saving their time is the most important thing a business can do for them. | 59% customers want a response to a question within 30 minutes | |
| Trustworthiness | 90% of customers determine trustworthiness of a business by their response to any issue | poor customer service = losing a Trustworthiness | 95% of consumers warns potential consumers about bad customer services & experience. | poor services reduce customer loyalty by 55% | ||
| Quality of customer service | 81% of companies that excel at customer experience are outperforming their competition | 26% of consumers are ready to switch to a competitor just after one bad experience | 70% of buying decisions are based on how the customer feels they are being treated | 9 out of 10 consumers ready to pay more to ensure a superior customer experience | 70% of Americans would happily spend more with companies they believe provide good customer service | |
| How to improve | Enhance Problem-Solving Skills | Clear Communication | Friendly Attitude | Empathy | Product/Service Knowledge | |
| Customer services channels | 79% of customers prefer online chat support because of the immediacy it provides | 62% of customers say that email support is a preferred way to communicate with brands | 50% of consumers don't care if they're dealing with humans or AI-enabled assistants | |||
| industry wise poor performance | grocery industry | computer makers | electronics | fast food | health insurance | hotels |
