{"id":4283,"date":"2020-02-25T16:55:00","date_gmt":"2020-02-25T11:25:00","guid":{"rendered":"https:\/\/pitch.link\/blog\/?p=4283"},"modified":"2020-03-07T17:07:52","modified_gmt":"2020-03-07T11:37:52","slug":"customers-on-customer-service","status":"publish","type":"post","link":"https:\/\/pitch.link\/blog\/customers-on-customer-service\/","title":{"rendered":"Customers on Customer Service"},"content":{"rendered":"\n

How do Customers define satisfaction? Which channels do they turn for support? When do they want self-service? Answers to these and other questions were attempted by Groove<\/a> in their recently published report \u201d80 Customer Service Statistics\u201d with data sourced from multiple companies and arranged under 8 segments like Customer Satisfaction, Customer Support Channels, Customer Self Service etc. <\/p>\n\n\n\n\n\n\n\n

\"\"<\/figure><\/div>\n\n\n\n

Here are some selected highlights: <\/p>\n\n\n\n

1. 74% of people are likely to switch brands if they find the purchasing process too difficult.- Salesforce
2. More than 6 in 10 U.S. consumers say their go-to channel for simple inquiries is a digital self-serve tool – American Express
3. Only 1 out of 26 unhappy customers complain. The rest churn. Esteban Kolsky
4. An estimated $41 billion is lost by US companies each year following a bad customer experience.- NewVoiceMedia
5. 86% of B2B executives prefer using self-service tools for reordering, over talking to a sales representative. – McKinsey
6. By 2020, customer experience will overtake price and product as the key brand differentiator. – Walker <\/p>\n\n\n\n

There is a lot more and you should take a look at the direction the business is headed. <\/p>\n\n\n\n

Where I learnt this #422 <\/p>\n\n\n\n

80 Customer Service Statistics: 8 Lessons to Fuel Growth in 2020 and Beyond <\/p>\n\n\n\n

https:\/\/www.groovehq.com\/customer-service-statistics<\/a>
<\/p>\n","protected":false},"excerpt":{"rendered":"

How do Customers define satisfaction? Which channels do they turn for support? When do they want self-service? Answers to these and other questions were attempted by Groove in their recently published report \u201d80 Customer Service Statistics\u201d with data sourced from multiple companies and arranged under 8 segments like Customer Satisfaction, Customer Support Channels, Customer Self […]<\/p>\n<\/p>

Continue Reading<\/span><\/i><\/a><\/div>","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"inline_featured_image":false,"ub_ctt_via":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[68,69],"tags":[70,78,258],"class_list":["post-4283","post","type-post","status-publish","format-standard","hentry","category-saas","category-what-i-learnt-today","tag-alwayslearning","tag-saas","tag-customerservice"],"aioseo_notices":[],"featured_image_src":null,"author_info":{"display_name":"Subhanjan Sarkar","author_link":"https:\/\/pitch.link\/blog\/author\/subhanjan\/"},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/paX7jg-175","_links":{"self":[{"href":"https:\/\/pitch.link\/blog\/wp-json\/wp\/v2\/posts\/4283"}],"collection":[{"href":"https:\/\/pitch.link\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pitch.link\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pitch.link\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pitch.link\/blog\/wp-json\/wp\/v2\/comments?post=4283"}],"version-history":[{"count":0,"href":"https:\/\/pitch.link\/blog\/wp-json\/wp\/v2\/posts\/4283\/revisions"}],"wp:attachment":[{"href":"https:\/\/pitch.link\/blog\/wp-json\/wp\/v2\/media?parent=4283"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pitch.link\/blog\/wp-json\/wp\/v2\/categories?post=4283"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pitch.link\/blog\/wp-json\/wp\/v2\/tags?post=4283"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}