Bad customer service can be detrimental to your business. What’s considered bad service? It’s automated self-service, long wait times, poor attention, and inexperienced agents. 75% of customers believe it takes too long to reach a live person, 78% end a business relationship due to bad service, 61% of customers went to a competitor due to bad service, 50% of customer service agents fail to answer customer questions.
Bad customer service costs 84 billion in the U.S. every year! On the flip side, good service is personalization, responsiveness, competency, and convenience. 9 out of 10 consumers say that they would pay more to ensure a good customer experience and 70% of customers will do business with you if you resolve a complaint. You can ensure good service by hiring competent agents, being proactive about responding, providing multi-channel support and personalizing the customer experience.