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B2B CUSTOMER SUPPORT SOFTWARE
26 B2B CUSTOMER SERVICE STATISTICS
That Make You Go Hmmm…
B2B CUSTOMER SUPPORT SOFTWARE
TABLE OF CONTENTS
1. THE COSTS OF POOR CUSTOMER SERVICE
2. WHAT CUSTOMERS WANT
3. THE REWARD...
B2B CUSTOMER SUPPORT SOFTWARE
THE COSTS OF POOR CUSTOMER SERVICE
B2B CUSTOMER SUPPORT SOFTWARE
The estimated cost of customers
switching due to poor customer service in
the US alone is
$1...
B2B CUSTOMER SUPPORT SOFTWARE
51%
of B2B companies will avoid vendors for
at least 2 years after a bad customer
experience...
B2B CUSTOMER SUPPORT SOFTWARE
67%
of customer churn could be prevented by
resolving the customer issue at the first
contac...
B2B CUSTOMER SUPPORT SOFTWARE
70%
of customers who stopped doing
business with a particular brand say it was
due to a poor...
B2B CUSTOMER SUPPORT SOFTWARE
62%
of customers have to repeatedly
contact a company to resolve an
issue
*Harvard business ...
B2B CUSTOMER SUPPORT SOFTWARE
$$$
The global average value of a lost
customer is
$243 *kissmetrics
B2B CUSTOMER SUPPORT SOFTWARE
60%
of uk consumers prefer a balance of price
and service and will not accept low
service le...
B2B CUSTOMER SUPPORT SOFTWARE
it is
7 times
more expensive for companies to
attract new customers than to keep
existing on...
B2B CUSTOMER SUPPORT SOFTWARE
32%
of US customers switch companies
because they are fed up with
speaking to multiple agent...
B2B CUSTOMER SUPPORT SOFTWARE
WHAT CUSTOMERS WANT
B2B CUSTOMER SUPPORT SOFTWARE
90%
of consumers now expect a brand or
organization to offer a self-service
customer support...
B2B CUSTOMER SUPPORT SOFTWARE
89%
of customers get frustrated when
they have to repeat themselves to
multiple representati...
B2B CUSTOMER SUPPORT SOFTWARE
78%
of customers expect to get an answer
from self-service
*thinkjar
B2B CUSTOMER SUPPORT SOFTWARE
84%
of customers are frustrated when the
service agent doesn’t have information
*thinkjar
B2B CUSTOMER SUPPORT SOFTWARE
73%
of customers say valuing their time is the
most important thing a company can do
to prov...
B2B CUSTOMER SUPPORT SOFTWARE
76%
of customers say they view customer
service as a true test of how much a
company values ...
B2B CUSTOMER SUPPORT SOFTWARE
55%
of customers say easy access to
information and support can make them
fall in love with ...
B2B CUSTOMER SUPPORT SOFTWARE
62%
of customer service organizations view
customer experience as a competitive
differentiat...
B2B CUSTOMER SUPPORT SOFTWARE
THE REWARDS OF GREAT CUSTOMER SERVICE
B2B CUSTOMER SUPPORT SOFTWARE
Self-service resources or content (ticket
deflection) eliminate a customer’s need
for live a...
B2B CUSTOMER SUPPORT SOFTWARE
$$$
60%
of consumers increased their spending
after a really good response to a bad
experien...
B2B CUSTOMER SUPPORT SOFTWARE
65%
of companies are able to successfully
upsell or cross-sell to existing customers
*thinkj...
B2B CUSTOMER SUPPORT SOFTWARE
86%
of buyers are willing to pay more for a
better customer experience
*walker
B2B CUSTOMER SUPPORT SOFTWARE
73%
of consumers will recommend a brand to
others if satisfied by their customer
service exp...
B2B CUSTOMER SUPPORT SOFTWARE
increasing retention by 5% increases
profits by
25-95% *Harvard business school
B2B CUSTOMER SUPPORT SOFTWARE
By improving the help section on your
website, customer service teams can
reduce calls by 5%...
B2B CUSTOMER SUPPORT SOFTWARE
30%
of customers think that when a company
understands their history they have a
much more p...
B2B CUSTOMER SUPPORT SOFTWARE
50%
of consumers use a company more
frequently after a positive customer
experience
*newvoice
B2B CUSTOMER SUPPORT SOFTWARE
Looking for a support tool?
We can help you:
 REDUCE SUPPORT COSTS
 INCREASE CUSTOMER SATI...
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B2B Customer Service Stats

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B2B customers are speaking up and begging to be heard - they want better customer service, and they'll go to your competitors to find it if they have to. Here are 26 telling statistics regarding customer service and it's impact on business success.

Publicado en: Empresariales
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B2B Customer Service Stats

  1. 1. B2B CUSTOMER SUPPORT SOFTWARE 26 B2B CUSTOMER SERVICE STATISTICS That Make You Go Hmmm…
  2. 2. B2B CUSTOMER SUPPORT SOFTWARE TABLE OF CONTENTS 1. THE COSTS OF POOR CUSTOMER SERVICE 2. WHAT CUSTOMERS WANT 3. THE REWARDS OF GREAT CUSTOMER SERVICE
  3. 3. B2B CUSTOMER SUPPORT SOFTWARE THE COSTS OF POOR CUSTOMER SERVICE
  4. 4. B2B CUSTOMER SUPPORT SOFTWARE The estimated cost of customers switching due to poor customer service in the US alone is $1.6 Trillion*Accenture Global Consumer Pulse Research
  5. 5. B2B CUSTOMER SUPPORT SOFTWARE 51% of B2B companies will avoid vendors for at least 2 years after a bad customer experience *dimensional Research
  6. 6. B2B CUSTOMER SUPPORT SOFTWARE 67% of customer churn could be prevented by resolving the customer issue at the first contact *thinkjar
  7. 7. B2B CUSTOMER SUPPORT SOFTWARE 70% of customers who stopped doing business with a particular brand say it was due to a poor customer experience *pew
  8. 8. B2B CUSTOMER SUPPORT SOFTWARE 62% of customers have to repeatedly contact a company to resolve an issue *Harvard business review
  9. 9. B2B CUSTOMER SUPPORT SOFTWARE $$$ The global average value of a lost customer is $243 *kissmetrics
  10. 10. B2B CUSTOMER SUPPORT SOFTWARE 60% of uk consumers prefer a balance of price and service and will not accept low service levels in exchange for lower price *uksci customer satisfaction index
  11. 11. B2B CUSTOMER SUPPORT SOFTWARE it is 7 times more expensive for companies to attract new customers than to keep existing ones *Harvard business school
  12. 12. B2B CUSTOMER SUPPORT SOFTWARE 32% of US customers switch companies because they are fed up with speaking to multiple agents *newvoice
  13. 13. B2B CUSTOMER SUPPORT SOFTWARE WHAT CUSTOMERS WANT
  14. 14. B2B CUSTOMER SUPPORT SOFTWARE 90% of consumers now expect a brand or organization to offer a self-service customer support portal *2015 global state of multichannel service report
  15. 15. B2B CUSTOMER SUPPORT SOFTWARE 89% of customers get frustrated when they have to repeat themselves to multiple representatives *aberdeen
  16. 16. B2B CUSTOMER SUPPORT SOFTWARE 78% of customers expect to get an answer from self-service *thinkjar
  17. 17. B2B CUSTOMER SUPPORT SOFTWARE 84% of customers are frustrated when the service agent doesn’t have information *thinkjar
  18. 18. B2B CUSTOMER SUPPORT SOFTWARE 73% of customers say valuing their time is the most important thing a company can do to provide them with good service *forrester
  19. 19. B2B CUSTOMER SUPPORT SOFTWARE 76% of customers say they view customer service as a true test of how much a company values them *2015 aspect consumer experience survey
  20. 20. B2B CUSTOMER SUPPORT SOFTWARE 55% of customers say easy access to information and support can make them fall in love with a brand *rightnow
  21. 21. B2B CUSTOMER SUPPORT SOFTWARE 62% of customer service organizations view customer experience as a competitive differentiator *deloitte
  22. 22. B2B CUSTOMER SUPPORT SOFTWARE THE REWARDS OF GREAT CUSTOMER SERVICE
  23. 23. B2B CUSTOMER SUPPORT SOFTWARE Self-service resources or content (ticket deflection) eliminate a customer’s need for live assistance by 36% *TSIA member technology survey
  24. 24. B2B CUSTOMER SUPPORT SOFTWARE $$$ 60% of consumers increased their spending after a really good response to a bad experience *temkin group
  25. 25. B2B CUSTOMER SUPPORT SOFTWARE 65% of companies are able to successfully upsell or cross-sell to existing customers *thinkjar
  26. 26. B2B CUSTOMER SUPPORT SOFTWARE 86% of buyers are willing to pay more for a better customer experience *walker
  27. 27. B2B CUSTOMER SUPPORT SOFTWARE 73% of consumers will recommend a brand to others if satisfied by their customer service experience *sdl global cx wakeup call report
  28. 28. B2B CUSTOMER SUPPORT SOFTWARE increasing retention by 5% increases profits by 25-95% *Harvard business school
  29. 29. B2B CUSTOMER SUPPORT SOFTWARE By improving the help section on your website, customer service teams can reduce calls by 5% *Harvard business review
  30. 30. B2B CUSTOMER SUPPORT SOFTWARE 30% of customers think that when a company understands their history they have a much more positive experience *customer-centricity: the rules of engagement (verint)
  31. 31. B2B CUSTOMER SUPPORT SOFTWARE 50% of consumers use a company more frequently after a positive customer experience *newvoice
  32. 32. B2B CUSTOMER SUPPORT SOFTWARE Looking for a support tool? We can help you:  REDUCE SUPPORT COSTS  INCREASE CUSTOMER SATISFACTION  IMPROVE TICKET RESOLUTION TIMES  MANAGE PRODUCTS & VERSIONS  UNDERSTAND YOUR B2B CUSTOMERS SIGN UP FOR A FREE TRIAL!

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