It’s clear: no matter the industry, client interaction is the lifeblood of any business.
And for organizations that are in the retail or customer service sectors, the way they treat their patrons is even more vital. It has been proven time and time again that people are highly critical of their communications with companies.
Contact centers provide a way to sort the behemoth of inquiries that businesses receive. And with unified communications, dealing with questions or complaints is easier than ever. With features like automated call distribution, email integration, IM agent queuing, and real-time agent and queue status, businesses are able to increase efficiency, save time, and improve customer service. Here, seven stats that back me up.
1. Two in three people are eager to pay more for excellent customer service. (American Express) (Tweet this)
2. Think your Twitter account doesn’t mean anything? Think again: attrition rates can increase by 15 percent when companies don’t respond to customer inquiries. (Gartner) (Tweet this)
3. 55 percent of people have ultimately bought a service or product from a different company than the one they initially intended to use due to a negative interaction with the original business. (American Express) (Tweet this)
4. 45 percent of Americans will cancel an Internet-based purchase if they don't feel that their inquiry has been addressed in a timely manner. (Forrester) (Tweet this)
5. And that’s not the end of it: People who experience negative interactions with an organization are likely to flee—89 percent of them, in fact. (Harris Interactive) (Tweet this)
6. It may be obvious, but the best way to win a customer back is to never lose the customer. More importantly, winning back a customer isn't as easy as you'd think: one negative interaction with a company requires 12 helpful instances to restore balance. (Newell-Legner) (Tweet this)
7. Keeping people happy isn’t just good for your reputation—it also has a major impact on bottom line. After all, it is 600 to 700 percent more expensive to acquire new clients than to keep existing patrons. (White House Office of Consumer Affairs) (Tweet this)