No matter what kind of company you have it’s paramount that your customer service be exceptional. A 2010 North America Customer Experience Report showed that 82% of consumers have stopped doing business with a company because of a bad customer experience. 79% of customers told their friends when they had a negative experience and 66% who had a negative experience wanted to discourage others from buying products and services from that company.
According to the same report one of the major complaints that consumers had was that they were not able to engage with the company. “Consumers expect to be able to engage with companies via several channels at their convenience.” 77% wanted to speak with someone on the phone and 61% wished to communicate with the company via email. In addition, 42% of consumers said they wanted to be contacted about their issues within 24 hours. These statistics point to the fact that consumers are still asking for better customer service and since the consumer is the livelihood of any company it’s important for all companies to reevaluate their customer service plans.
Could using services like a call center or virtual assistant services help you be more accessible and able to handle issues in a timely manner? Could being available 24 hours a day 7 days a week and 365 days a year improve your customer service goals? If you answered yes to either of those questions you may want to consider a professional call center or virtual assistant services.