Stella Connect

NOVEMBER 29, 2021

More than one third (35%) of US consumers and just under 3 in 10 UK consumers say they’re only willing to wait up to 5 minutes for customer service to respond. 2: Increasing First-Call Resolution Rate . 40% of US and UK consumers say they will post about a poor customer service experience online.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

Stella Connect

NOVEMBER 23, 2021

We also found that an even greater share of customers (60%) say they will stop buying from a brand after a poor customer service experience and yet even more (67%) say that they would stop doing business with a brand after only two or three poor customer service interactions. #2:

First Call Resolution 52

First Call Resolution Customer Service Effort Score Net Promoter Score 52

Stella Connect

DECEMBER 2, 2021

Today that number has jumped dramatically, with 53% of consumers saying they have switched brands due to just one poor customer experience. 60% of consumers across the US and UK say that they will stop buying from a brand after a poor customer service experience. 2: Time Is Money for You—and Your Customers.

Trends 52

Trends Customer Service Data First Call Resolution 52

Stella Connect

DECEMBER 15, 2021

Brands that don’t risk significant customer churn. This is just one key takeaway from Customer Service Trends for 2022: Preparing for the Future of Customer Service , a comprehensive report based on our customer service study of more than 2,100 consumers in the US and UK.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

CSM Magazine

JUNE 19, 2022

Bad customer experiences obviously damage existing customer relationships, but they can also endanger potential opportunities and erode your bottom line. Research by Microsoft found that 58% of consumers simply switch companies when they have a poor customer service experience.

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

Wootric CX Blog

JUNE 19, 2019

The report also pointed out that 83 percent of those surveyed were OK shopping with a brand or retailer that uses chatbots or other AI capabilities. Interestingly, about 38% of businesses have introduced the use of artificial intelligence (AI) in their customer service department, and the number is only going to increase in the future.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Call Experts

JULY 27, 2023

And high expectations from their customers. According to Forbes , 70% of businesses believe that delivering excellent customer service is a top priority for their organization. In fact, 97% of customers report that customer service is a significant factor in their choice of loyalty and brand advocacy.

Call Center 52

Call Center Customer Service e-support Contact Center 52