Today, a majority of customers are not experiencing great customer service, and they expect resolutions to their problems at breakneck pace. Expectations including:
69% of customers said they were on hold too long when seeking help from a company
41% of consumers expect an email response within 6 hours
30% of consumers that tweet a customer service question expect a response within 30 minutes
71% of online chat customers expect assistance within 5 minutes
When customers don’t feel like they’ve been heard one of two things will happen: they’ll go to a competitor, or they’ll find a bigger, more public megaphone to get your attention. A polite tweet might evolve into an elaborate blog post about why no one should ever do business with you again.
So what do customers want? It’s simple.
1) They want evidence a business cares
Today’s customers still appreciate others going above and beyond to help them with their questions or concern. In fact, 7 out of 10 customers are willing to spend more with companies they believe provide excellent customer service.
When it comes to great customer service, DealerFire, a custom dealer website and automotive marketing provider, goes out of the way to help their customers out. In fact, seventy-percent of new business leads come from valuable word-of-mouth referrals, the majority of which highlight customer service.
2) They want self-service support so they can solve problems on their own time
Customers want immediate gratification and to have service and assistance on their own terms. A recent Parature report cited that 51% of customers prefer to have self-service options available on a brand or organization’s website.
A great example of a business that uses self-service support effectively is Utz, an independently privately held snack brand. Not only did their support center help them organize and systematize support, it cut down on service load by 30% within 12 months.
3) They want first time resolution when they ask for support
Customers place a heavy emphasis on resolution times especially when deciding where to invest their money. According to the Customer Experience Impact Report, 82% of customers in the U.S. said they stopped doing business with a company due to a experience - of these, 55% said a company’s failure to resolve their problems in a timely manner drove them away.
As a two person startup you have to move quickly, and for Well Crafted, a design portfolio application, customer service is a very important tool. Whenever a customer needs help, Desk.com sends them an automated notification so they can quickly resolve customer cases.
How can fast-growing companies meet these expectations with limited personnel and a rapidly-growing customer base? The answers are found in this eBook.
In this eBook, fast-growing companies will learn:
The secrets to lining up your customer service with your brand
The best way to train employees
How to make employees feel good about giving great service
The significance of monitoring customer interactions
Which customer metrics you should pay attention to
The cheapest way to earn new customers
Remember, happy customers drive tangible benefits to the bottom line. The one thing companies can do right now to offering exceptional customer service is to commit to it. Start small and implement scalable processes along the way.