75% of customers believe it takes too long to reach a live agent.
“Research from Ovum finds that 74% of consumers use three or more channels when interacting with big companies for customer service issues.”
News of bad customer service reaches more than twice as many ears as praise for a good service experience.
“Gartner says that 90% of companies will supply customer care through social media by 2020.”
"When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.”
5-20% Probability of selling to a new prospect 60-70% Probability of selling to an existing customer
80% of companies say they deliver "superior" customer service 8% of people think these same companies deliver "superior" customer service
It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.