Many companies today are preoccupied with measuring success based on internal factors such as the average time it takes to handle and process a claim or project. Consequently, many businesses are using digital technology as a tactic to optimize their staff's time by filtering a large portion of consumer questions, concerns and comments to online customer services.
However, customers still very much appreciate a helpful human being who can actively help them procure the information they seek. In fact, a recent survey published by Click Fox, an experience analytics company, indicated that the methods in which a service provider handles customer service has a direct impact on the relationship a customer develops with that company.
According to the survey, 68 percent of customers say they would inform their friends and family of a poor customer service experience, mitigating the potential of a company to gain future business with that person's inner circle. Moreover, 82 percent of respondents who cut ties with a company for bad service indicated they were repeat customers, meaning established loyalty may not prevent a person from taking their business elsewhere.
On the opposite side of the coin, 95 percent of the survey's respondents said they would acknowledge exceptional service by telling others or purchasing products and services from the company.
Considering the results of the survey, it appears that having a reliable and friendly customer service staff is just as crucial to businesses today as it was before the internet boom. So, for those companies that are lacking the internal resources to provide an excellent consumer experience mediated by a person, a viable option is to outsource customer service to a third-party answering service. This way, a business owner can be sure client concerns are treated as a priority.