Request a Demo
Send us a request for an online demonstration at the time that's convenient for you. We will give you an overview and answer any questions you may have about the system.
By clicking the button, you agree that you have read our Privacy Policy
THIS IS WHAT BAD CUSTOMER SERVICE COSTS YOU
Alexandra Shiryaeva
Chief Customer Officer at UseDesk
Today, the customer is dissatisfied with your service support team's assistance, and tomorrow, he leaves and tells everyone that your project/store/platform is not worth the trust and the amount of money spent on it.
The story is usual; there are hundreds and thousands of such stories — business often does not pay attention to these stories. In doing so, companies should be ready to face some problems.
The story is usual; there are hundreds and thousands of such stories — business often does not pay attention to these stories. In doing so, companies should be ready to face some problems.
1
78%
of customers do not complete a planned purchase due to bad customer service.
Source: American Express Survey, 2011
Source: American Express Survey, 2011
2
4%
is a share of the claims you receive about 100% of dissatisfied customers. 96% of them will not complain, and 91% are likely will not return to you
Source: "Understanding Customers", Ruby Newell-Legner
Source: "Understanding Customers", Ruby Newell-Legner
3
10 times
Customer is worth up to 10 times as much as their first purchase.
Source: White House Office of Consumer Affairs
Source: White House Office of Consumer Affairs
4
60-70%
Is the probability of selling to an existing loyal customer. The probability of selling to a new customer is only 5-20%.
Source: SaaS market research projects
Source: SaaS market research projects
5
12 positive reviews
Are needed to offset one negative feedback from a customer.
Source: "Understanding Customers", Ruby Newell-Legner
Source: "Understanding Customers", Ruby Newell-Legner
6
2x as much
people will read and learn the negative feedback as compared to positive feedback.
Source: White House Office of Consumer Affairs
Source: White House Office of Consumer Affairs
7
6-7x as much
money you'll spend on winning a new client than to keep the existing one.
Source: White House Office of Consumer Affairs
Source: White House Office of Consumer Affairs
8
1 in every 26 customer
explains what makes him unhappy and why. The others remain silent.
Source: White House Office of Consumer Affairs
Source: White House Office of Consumer Affairs
9
59%
Of customers are ready to try a new product or service just because they are dissatisfied with the customer service.
Source: American Express Survey, 2011
Source: American Express Survey, 2011
Even though the facts above are quite old and focused on US residents, the tendency remains in every country.
Clients leave silently, but good coverage in social media is provided if they talk about it. Investing in good customer service and a humane approach to customers is a magic wand that will transform the business, increase sales, and eliminate competitors.
If you want to improve your customer support quality but do not know where to start, please, email at support@usedesk.comwith "Make my team better" in the subject line, and we will help. If you come across similar studies, please, share, and we will update the article accordingly.
Clients leave silently, but good coverage in social media is provided if they talk about it. Investing in good customer service and a humane approach to customers is a magic wand that will transform the business, increase sales, and eliminate competitors.
If you want to improve your customer support quality but do not know where to start, please, email at support@usedesk.comwith "Make my team better" in the subject line, and we will help. If you come across similar studies, please, share, and we will update the article accordingly.
Share with your colleagues:
Did you like this article?
Error get alias
We know a lot about customer service
Once every two weeks, we will send exciting and valuable materials about customer service - articles, cases, and system updates. Do you mind?
