Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.
That is hard work. Here are five customer service statistics which highlight how much customer service can hinder a business and conversely, how messaging can solve those issues.
1. Bailing on a Transaction
According to a 2011 American Express survey, "78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience."
Smooch's Web Messenger helps the customer service experience by allowing companies to reach consumers on the platforms they love to use, even when that conversation began on a company website chat window.
With the ability to reach customers where, when and how they want, web messenger solutions make it easy to delight to customers. Give our Guide to Messaging Customers: like humans and not robots a read for solid customer service messaging tips.
Problem: We live life on the go, not in front of a desktop/laptop screen.
How Messaging Solves This Problem: Messaging allows customers to take the conversation where they are. It means making customer service convenient and on-demand for customers.
2. Goodbye, Not So Old Friend
From Esteban Kolsky - CEO of thinkJar, "11% of customer churn could be prevented by simple company outreach".
Simple outreach. If companies would simply reach out to their customers, those customers wouldn't say goodbye and wouldn't swear off a brand.
Smooch allows you to connect your business systems with your customers' messaging channels, without writing any code. This means you can get in touch with your customers from the CRM or business system you already use for customer support or marketing automation.
Once those customers reach out to you on messaging, you retain their contact information for all future communications. It's an opt-in, really.
Reaching out has never been so easy.
Problem: Staying in contact can be hard.
How Messaging Solves This Problem: Messaging gives your company the ability to reach your customers on the chat platform they love the most. It's the new email!
3. Acquisition is Much Harder Than Loyalty
Did you know, according to the United States Office of Consumer Affairs, "it is 6-7 times more expensive to acquire a new customer than it is to keep a current one."
6 - 7 times more expensive. That means where you might spend something like $70 to pull in a new customer, it only costs $10 to keep a loyal client.
As it relates to messaging solutions, not only do web messenger platforms like Smooch reduce the cost of customer acquisition, it allows more interactive, more in-depth customer interactions driving up client loyalty and brand recognition.
Problem: Acquiring new customers is hard and expensive.
How Messaging Solves This Problem: Messaging is affordable, interactive and immersive making customer loyalty much easier.
4. Mobile Matters
A recent study by Wow Local found that, "52% of customers are less likely to engage with the company because of bad mobile experience."
Pretty straight forward. The companies who are doing their best to keep their mobile experience up to par and ahead of the curve will retain and keep customers. The ones who aren't, will lose them.
Messaging is inherently mobile. It's simple - build a better, smarter mobile messaging solution to build your customer base.
Problem: Mobile matters to, well, everyone with a smart phone.
How Messaging Solves This Problem: Messaging opens mobile access for customers to contact you and you, in turn, contact and keep in touch with them where, when, and how they want.
5. It's Social and Chat, Mate
"48% of Gen Yers rate chat and social as the number one business contact channels"
This isn't a bad stat in and of itself. It's a stat which proves messaging is the future. Unless your company is fostering connectivity on the platforms Gen Yers love to use - social and chat - your company is falling behind the curve, not working to stay with the times and will fall flat in terms of customer retention and acquisition.
So, how then, do you engage Gen Yers on their playing field without having to re-train your entire sales force on the best practices of social and chat? By making use of a solution which integrates instantly into a variety of major chat channels and your business systems.
Problem: Social and chat are the avenues for customer service with those young whipper snappers.
How Messaging Solves This Problem: Tapping into Facebook Messenger, Kik, WeChat, Twitter etc.
Liked this content? Feel free to share it with the world. Happy smooching!