When things go wrong, customers need access to resources or solutions from customer service. This is when organizations really differentiate in terms of their customer service experience.
Customers often need more than just a product or service. When there are questions or when things go wrong, customer need resources for help or access to solutions from customer service.
In this infographic by KISSMetrics, we see what companies with great customer service do differently to succeed. KISSMetrics wants to help you track every single interaction a person has with your business.
Critical questions like how quickly can customers expect a response from an organization or where can customers turn to for help when they need it, are great questions that should be asked before selecting a product or service provider. When things go wrong, customers need access to resources or solutions from customer service. This is when organizations really differentiate in terms of their customer service experience.
Why Companies With Great Customer Service Succeed?
Key Takeaway – Responding to Customer Service Complaints Matter
After a poor service experience, 26% of customers posted a negative comment about the experience on a social networking site. Of those who complained about bad service, 79% had their complaint ignored by the service provider, only adding to the frustration.
Of those customers who complained and received a response from the brand, 51% actually had a positive experience during the service resolution. Of those who received an actual response, 22% of those customers posted a positive comment online about the brand experience.
