GetFeedback

DECEMBER 21, 2018

Only slightly more than 10% of consumers are willing to stay on the line for over five minutes for customer service. ( Genesys ). Faced with poor customer service, 20% of consumers would complain publicly via social media. ( New Voice Media ). New Voice Media ). New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Playvox

MARCH 21, 2024

Definition of Agent Morale Agent morale refers to the overall satisfaction, motivation, and mental well-being of customer service representatives in a contact center. As noted above, a high level of morale among your customer service representatives directly translates to a positive customer experience.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

CSM Magazine

DECEMBER 18, 2023

Fully automated systems that funnel customers into an endless loop of recordings will certainly negatively impact your bottom line. Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

Ecrion

SEPTEMBER 23, 2020

Experts agree that customer service expectations are on the rise. Every year, businesses lose billions in potential revenue thanks to one thing: poor customer service. Positive customer experiences, on the other hand, can help boost sales, retain customers and even bring in new ones. American Express.

Infographics 105

Infographics Self Service Customer Service Social Media 105

ProProfs Chat

JUNE 14, 2019

Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. For this reason, customer experience has become the key to business success. Latest Customer Experience Trends. What Customers Think of CX. Customers Communication Statistics.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

GetFeedback

APRIL 25, 2019

One reason for the overconfidence on the part of businesses is that most customers who have poor experiences don’t complain about the experience. Without actively monitoring for poor customer service interactions, most companies don’t even know they exist and so they can’t improve.

Customer Service 186

Customer Service Multi-Channel Net Promoter Score Omni-Channel 186

SurveySensum

FEBRUARY 20, 2024

Measure and Analyze Performance : Monitor metrics such as conversion rates, customer satisfaction scores, retention rates, and lifetime value to identify areas for improvement and measure the impact of your strategies. Customer service isn’t just a department – it’s the heartbeat of your business.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52