Milwaukee, Wis., Oct. 29, 2013 -- Calling all businesses! Those calls to customer service can make or break your relationship with current and future customers. A new study commissioned by cloud-based contact center provider, CorvisaCloud, confirms a direct correlation between customer service management and a company’s bottom line while offering insight on what components of a customer service program are most important to customer retention and acquisition. And, to ensure that any business can make the most of every interaction with customers, CorvisaCloud introduced a new version of its CorvisaOne™ contact center suite -- a complete cloud-based contact center solution that trumps all legacy call or contact center systems.
Customer Service: More Painful than the Dentist
In the survey of more than 1,000 U.S. consumers conducted by Zogby Analytics, CorvisaCloud shows that one in six customers would rather see their dentist than talk with a customer service agent. Why? One in five (20%) consumers say they’re most aggravated about having to repeat the same information to multiple customer service reps on the same call. And nearly a third (31%) of respondents will wait only five minutes before they hang up the phone, meaning that businesses without efficient customer support processes are looking at a considerable number of angry or lost customers.
The Bottom Line: Boom or Bust
Consumers are quick to voice their displeasure. The survey found that after a negative customer service experience one-third (34%) of consumers complain or ask for a manager, further elevating a company’s cost. A bigger concern for the business is that 16 percent of disgruntled consumers tell their friends and family and more than one in 10 (13%) go so far as to say they will never shop with that company again.
Conversely, the moment a customer contacts the company, the opportunity exists to create a solid ongoing relationship. Three in 10 (31%) customers who have a positive experience say they give positive feedback to the company and twenty-nine percent will continue to shop with them, perhaps even more frequently. And, a positive customer service might be the best form of marketing. Fourteen percent of respondents said they sing the praises of the company to friends and family after a positive experience.
So how can businesses ensure that they’re making the most of every interaction with customers? According to Jeff Neyland, CIO of DirectBuy, a franchise-based buying club for home goods and appliances, contact center technology is the perfect place to start. (continued...)