12 Reasons to Invest in Customer Support Experience

Customer experience is rapidly becoming the differentiator between which brands customers choose to use. This is a growing trend and, with increased competition in the market, it makes it easier for customers to switch brands based on their experience. The emphasis on service in an omnichannel environment is more important than ever.

What is Customer Support Experience?

Customer support experience is how users experience your brand at every touchpoint, both on and offline. These touchpoints could include social media interactions, advertisements, HR communications, instore marketing, customer support and much more.

Customer Experience Statistics

Here are 13 customer experience statistics that speak for themselves. We have compiled some interesting stats to help showcase this point more clearly:

1. 48% of consumers expect special treatment for being a good or long-standing customer of a brand.
2. 58% of customers say that customer service is a very important factor that affects their choice of a brand.
3. 52% of customers will consider switching to a competitor if they have a single negative experience of your brand.
4. 59% of customers say that they have higher expectations for customer support than they had a year ago.
5. 70% of global consumers have a favourable view of brands that contact them with proactive customer service notifications.
6. 59% of customers prefer brands that respond to customer service inquiries and complaints on social media than to those brands that don’t.
7. Two in every three consumers think that omnichannel customer service is getting better.
8. 39% of customers think that the process of engaging with customer service organizations and getting their questions answered is getting easier. 26% say that it is getting harder.
9. 33% of consumers say that the most important aspect of a good customer service experience is resolving their issue in one interaction – no matter how long it takes. 31% say that a knowledgeable customer service representative is the most important aspect of the process.
10. The most frustrating aspect of a poor customer service experience is an agent that lacks the knowledge or ability to solve the customer’s issue – according to 36% of those surveyed. 31% say that it is having to repeat or provide their data multiple times.
11. 90% of customers believe that organizations should provide the ability for customers to provide feedback.
12. Around 17% of all customers say that they never get the chance to provide feedback. 37% of them say they only get to provide feedback occasionally.
13. 51% of all customers believe that most brands do not act on customer feedback.

 

Engaging with a contact centre to skilfully address your customer service issues is simpler than ever. FMI offers Customer Contact Centre Services among other services. Learn more about how we can help your brand today. Call us on 01 496 3399.

 

If you’re exploring customer service in more depth, you may also find these related articles useful:

• The Benefits of Customer Contact Centres with FMI
• 5 Effective Customer Care Principles That Makes You Stand Out
• The Value of Customer Contact Centres for Brands

 

Customer Support Experience FAQs

What is Customer Support Experience?

Customer support experience is how users experience your brand at every touchpoint, both on and offline. These touchpoints could include social media interactions, advertisements, HR communications, instore marketing, customer support and much more.

What are Some Interesting Customer Support Statistics?

Two interesting customer support statistics are that 52% of customers will consider switching to a competitor if they have a single negative experience of your brand, and 48% of consumers expect special treatment for being a good or long-standing customer of a brand.