Most Businesses Are Good At Delivering Poor Customer Service
POOR customer service isn’t cool. It represents BAD business. Read that again.
Yes, poor customer service can lead you to business failures and losses for the long term. How can you change things around? You may have delivered poor customer service earlier but now you are thinking of how you can change the way you do things.
For bad service to repeat again and again, poor customer insights can be a factor. It is said that 80% of companies think they provide superior customer service as a whole but only 8% of customers believe the same.
Some companies tried to solve poor customer service by being friends with the super-awesome chatbot. But, it has not solved the whole problem, so far. In 2022, a study was carried out on bots, and that a bot has only managed to solve 20% of the inquiries while the companies themselves reported a resolution of up to 80%.
After all, the most important thing is to measure customer satisfaction from the customer’s perspective. It is the customer’s experience that is the truth. And the truth is, 80% of today’s customers would love to find answers to their questions on their own – without contacting the contact center. Thus, you need to outline the solutions delivered on customer expectations whether on your website, chatbot, social media or the contact center.
To ensure you can continue creating excellent customer experiences, you will need insight and analysis to take the temperature of your contact center.
The impact of not delivering on the customer’s expectations will be costly. At the same time, these customers are worth ten times more today than the first time they shopped with you. At the same time, they will tell nine others about their customer experience.
“80% of your future sales will come from 20% of your existing customers.” – Gartner
Top 5 Facts About Your Customer’s Perspectives in 2022
1. New customers will therefore cost between 6 to 7 times more compared to retaining an existing customer. And as that is not enough, only a 5% increase in customer loyalty, through good CX, can make the customers up to 95% more profitable.
2. Dissatisfied customers will tell you about the bad CX.
3. What’s even worse is that very few will ever tell you about these experiences.
4. Good customer service is good for everything from the brand, sales, customer loyalty, internal pride and brand.
5. A well-positioned brand is good for the bottom line. And a good bottom line is good for the “Stayer ability.”
It’s weird that only a few businesses deliver good customer service – and then throughout the customer journey. Good customer service is about the time before the customer trades, during the purchase process and after the transaction has been completed. A B2B perspective often involves many channels and interfaces across multiple people in the business who need to be addressed with your products, goods or services.
The most crucial part is being available to your customers and where or how they want to contact you, whether it’s via the phone, email, chatbot or social media. And if a customer reaches you on social media, the customer experience quickly becomes terrible if you demand that the contact be transferred by phone or email. Then the road to a competitor is also relatively short.
Today’s customers are fond of a contact center that can handle all dialogue regardless of platform and channel. A contact center that handles the customer’s question or problem regardless of whether the dialogue moves from one point of contact to another. We focus on various touchpoints and customers can do business on a unified platform.
Discover how Accordia Cloud Omnichannel makes it efficient and seamless to connect with your employees and customers 24/7. Furthermore, it creates a perfect basis for creating unique and repeatedly good CX over time. If you think it’s too good to be true, then just book a demo and we will show you how we can help you realize limitless potential in customer service and the way customer service should be. Evolve with omni channels. Explore our omnichannel solution today.
Source: https://www.customerexperienceupdate.com/poor-customer-service/?open-article-id=20399254&article-title=most-businesses-are-good-at-delivering-poor-customer-service&blog-domain=omnicus.com&blog-title=omnicus
