Boss Lady

Infographic: the brave new world of customer service


The digital dimension added a new level of necessary client attention. Many of the tips and tricks of the trade that work perfectly when performing client facing actions in person or on the phone are still as useful, but there are new considerations that your company must put into place to remain competitive.

The data collected in the infographic below demonstrates just how much customers expect when it comes to customer service. Those that do not provide up to the minute, clear, and intuitive online service will certainly lose customers and revenue.

It may be a burden to develop new protocols for connecting with online audiences, however, on the positive side it’s proven that focusing on agility in digital customer service is a great way to outshine competitors.  A full two-thirds (66%) of customers who switch brands did so because of poor customer service experience and much of that occurs online.

The importance of social media

Strategies for addressing customer service needs online begin with the now ubiquitous social media world. More and more often, consumers are taking their grievances to Facebook and Twitter, before even attempting to contact a company by other means.

Don’t panic

What do you do with a negative comment on social media?

First, keep calm. You are not alone. According to the study, the sheer volume of negative customer reports on social media is staggering: 80% of customer service related online comments are negative.

Act fast

The important thing is to acknowledge and respond swiftly and decisively to social media criticism. 42% of irate customers expect their message to be addressed within the hour. Being non responsive when it comes to complaints is not an option – neglecting customers online comments result in a 15% increase in churn.

This means, have a protocol in place before receiving complaints.

Provide online service options

The truth is, customers would rather not interact with a person for their service needs. According to a study, one-third of those polled would rather be “cleaning a toilet” than talk to a customer service rep.

Ultimately, it’s more efficient for customers and less expensive for your company if issues can be solved online, with no service interaction. The question is: how do you make that as convenient as possible?

Offer DIY solutions

FAQs and online troubleshooting pages are not only helpful, they are expected.

Nine out of ten customers look for a self-service customer care portal before seeking out ways to contact you and approximately that same number say they prefer using an online database (so long as it is easy to use).

Make service mobile-friendly

Something that is killing some customer service initiatives is a lack of mobile options. 90% of customers report at least some significant difficulty when looking to address service issues on their mobile devices.

How often do people look for customer service on those devices? Over 60% of customers report searching for solutions on their phones more that once a month. That’s a huge customer base looking for something that you can provide, if you want to be a cut above your competition.

Cover all your bases

With those digital options for consumers in place, that means if they are calling you they likely have a more complex grievance. Therefore, it’s more important than ever that representatives remain competent and have elite people skills. This includes a comprehensive understanding of potential online fixes.

Customer service tips:

  • Always get a name: It’s proven that people are more receptive when they hear their name in conversation.
  • Apologize when warranted: Most customers would like an apology and, according to this study, most customers don’t get one. Be careful not to make your company legally liable for anything, but apologies can work wonders.
  • Quality resolution build repeat customers: A large majority of customers will do business with a company again, if their issue is resolved in a satisfactory manner.

Providing intuitive design for customer service options online is key for both customer satisfaction and retention. The data in the infographic below demonstrates – through specific statistics — just how important your approach to customer service can be for your company.

About Andrew Dennis'

Andrew Dennis is an outreach specialist for Siege Media

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