According to ClickSoftware infographic, poor customer service costs American businesses over $83 billion each year due to defects and abandoned purchases.
While social media is transforming customer service, most companies do a poor job of managing it. In the past, customers were pleasantly surprised to get a response on Twitter. Today, customers expect a response.
- Education, information technology services, and real estate do customer service well
- Social media, media and telecommunications, entertainment and gaming are the worst companies for customer service
- Best countries for customer service are New Zealand, Canada, and Australia
- Apple dominates smartphone customer support, with a score of 855 out of a possible 1000 points
- 70 percent of customer service complaints made on Twitter are never answered
- Just under 64 percent of customers indicate customer service is more important than price when considering whether to continue doing business with that company
- 89 percent of consumers who experience poor service from your brand will leave for your competition
- 55 percent of customers will pay more to guarantee better service
- Only 37 percent of brands received good or excellent customer experience index scores this year