Why the Quality of Your Customer Support Matters
Posted: Sun Jan 19, 2025 5:38 am
Customer support now plays a critical role in the lives of consumers, as people across the globe seek information, guidance, and support to navigate their way through the challenges imposed by the world situation and the circumstances of their daily lives.
Besides the information lebanon telegram and assistance they receive, the quality of the support experience itself really matters to today’s consumers. According to research by Super Office, 86% of buyers are willing to pay more for a great customer experience. A study by smallbizgenius notes that 56% of customers stay loyal to brands that “get them.” So delivering satisfaction and engaging your consumers in a manner that speaks to them at a personal level are critically important.
However, statistics suggest that not too many organizations are getting this balance right. A survey conducted by Qualtrics XM Institute, ROI of Customer Experience, suggests that only 34% of customers rate a company as delivering a “good” customer experience. Similarly, only 37% say they are more likely to recommend a business because of a good experience. In fact, HelpScout observes that poor customer service loses American businesses over $62 billion annually.
If customers don’t get satisfaction from the support they receive from your organization, they will tend to look for a better alternative — which means a loss of consumers and revenue. Moreover, in the age of social media, poor customer service can lead to poor and public reviews online that result in further loss of revenue and damage to your reputation.
How can you guard against this? In this article, we’ve assembled ten tips for making your customer support calls and customer service delivery more friendly, rapid, and effective.
Providing excellent customer service
Image source: The Balance Small Business
1. Reduce the Time that Customers Have to Wait Before Reaching a Support Agent
According to HubSpot, 73% of customers say that time is a critical factor in determining “good” and poor customer service experiences. McKinsey notes that three-quarters of online customers expect help within five minutes. When asked how long they were willing to be put on hold, about a third of respondents to a recent study said they are not willing to wait at all. Nearly 30% said they would wait one minute. Only 4.1% said they would wait as long as it took.
Besides the information lebanon telegram and assistance they receive, the quality of the support experience itself really matters to today’s consumers. According to research by Super Office, 86% of buyers are willing to pay more for a great customer experience. A study by smallbizgenius notes that 56% of customers stay loyal to brands that “get them.” So delivering satisfaction and engaging your consumers in a manner that speaks to them at a personal level are critically important.
However, statistics suggest that not too many organizations are getting this balance right. A survey conducted by Qualtrics XM Institute, ROI of Customer Experience, suggests that only 34% of customers rate a company as delivering a “good” customer experience. Similarly, only 37% say they are more likely to recommend a business because of a good experience. In fact, HelpScout observes that poor customer service loses American businesses over $62 billion annually.
If customers don’t get satisfaction from the support they receive from your organization, they will tend to look for a better alternative — which means a loss of consumers and revenue. Moreover, in the age of social media, poor customer service can lead to poor and public reviews online that result in further loss of revenue and damage to your reputation.
How can you guard against this? In this article, we’ve assembled ten tips for making your customer support calls and customer service delivery more friendly, rapid, and effective.
Providing excellent customer service
Image source: The Balance Small Business
1. Reduce the Time that Customers Have to Wait Before Reaching a Support Agent
According to HubSpot, 73% of customers say that time is a critical factor in determining “good” and poor customer service experiences. McKinsey notes that three-quarters of online customers expect help within five minutes. When asked how long they were willing to be put on hold, about a third of respondents to a recent study said they are not willing to wait at all. Nearly 30% said they would wait one minute. Only 4.1% said they would wait as long as it took.