75% of customers believe it takes too long to reach a live agent.
78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
News of bad customer service reaches more than twice as many ears as praise for a good service experience.
5-20% Probability of selling to a new prospect 60-70% Probability of selling to an existing customer
“Research from Ovum finds that 74% of consumers use three or more channels when interacting with big companies for customer service issues.”
It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
“Gartner says that 90% of companies will supply customer care through social media by 2020.”
“A five percent increase in customer retention boosts profits by 25 to 85 percent.”