40个客户服务统计数据将在2021年知道

企业和消费者的关系与几十年前的关系截然不同。那时，对客户最重要的是低价和高质量。广告更加面向产品，重点是产品的切实好处以及与更好的品牌相关的高质量。

如今，许多广告正在以消费者为导向，重点是客户使用产品所产生的积极体验。这是由于对customer experience。

While customers still care about price and quality of products, a new factor in choosing between competing brands is customer service. Customers would rather invest in a brand that focuses on their needs and constantly provides value beyond the initial purchase.

这re are many ways to make your brand more以客户为中心。Consider the following statistics on customer service to help you brainstorm new strategies for strengthening your service team.

40个客户服务统计数据将在2021年知道

高质量客户服务的重要性

1. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. (Microsoft）

2.投资新客户的价格是保留现有客户的5到25倍。（（Invesp）

3. 58％的美国消费者会因客户服务差而转换公司。（（Microsoft）

4. 89% of consumers are more likely to make another purchase after a positive customer service experience. (销售量force Research）

5. 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. (销售量force Research）

这Power of Great Customer Service

6.如果公司的客户服bob全站app务非常出色，则有78％的消费者将在错误后再次与公司开展业务。（（销售量force Research）

7.五分之一的消费者报告说，良好的客户服务是他们对品牌忠诚的关键。（（Zendesk）

8.良好的客户服务经验严重影响建议。将公司服务评为“良好”的消费者推荐该公司的bob全站app可能性要高38％。（（Qualtrics XM研究所）

9. 93％的客户可能会与提供出色客户服务的公司进行重复购买。（（HubSpot Research）

客户服务差的成本

10.大约有50％的客户表示，在经历了不良的经历之后，他们会转向一个新品牌。（（Zendesk）

11. After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. (Zendesk）

12. Only one in five consumers will forgive a bad experience at a company whose customer service they rate as “very poor.” Nearly 80% will forgive a bad experience if they rate the service team as “very good.” (Qualtrics XM研究所）

13.由于客户体验差，有78％的客户退出了购买。（（一眼）

客户服务的最佳渠道

14.所有年龄段的超过50％的客户通常使用手机与服务团队联系，使其成为客户服务最常用的渠道。（（Zendesk）

15. The effectiveness of bots in resolving issues has fallen to 28%. American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. (Microsoft）

16.客户更喜欢知识库而不是所有其他自助渠道。（（forrester）

17. 79％的美国互联网用户在Facebook上，使其成为最受欢迎的社交媒体平台。（（Lyfe Marketing）

18. Millennials prefer live chat for customer service over every other communication channel. (COMM100）

客户面临的挫败感

19. 33％的客户不得不等待搁置，最沮丧。33％的人不得不重复多个支持代表，这使33％的人感到沮丧。（（HubSpot Research）

20. In a similar study, nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. (Zendesk）

21. 53％的购物者认为他们的反馈不会脱给任何可以实际采取行动的人。（（Microsoft）

22.如果他们遇到的问题是基于服务的，则客户更换竞争对手的可能性要高四倍。（（Bain and Company）

分享客户服务经验

23. 36% of consumers overall will share their customer service experience, whether good or bad. More than a third report posting on Facebook, followed closely by Instagram. (CFI Group）

24. 94％的美国客户将推荐一家公司的服务“非常好”的公司。bob全站app（（Qualtrics XM研究所）

25. Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.” (Qualtrics XM研究所）

26. 50％的客户表示他们不会通过社交媒体分享他们的不良服务经验。（（CFI Group）

客户服务的商机

27.将近90％的消费者信任一家公司，其服务已被评为“非常好”，以满足他bob全站app们的需求。（（Qualtrics XM研究所）

28.将客户保留率提高仅5％可以将利润增加25％至95％。（（Bain and Company）

29. Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. (Bain & Company）

30.拥有“显着高于平均水平”的客户体验的公司中有89％的经济性能要比其竞争对手更好。（（Qualtrics XM研究所）

客户体验统计

31. 70% of the customer's journey is based on how the customer feels they are being treated. (McKinsey）

32.当您包括个性化消费者体验时，您的在线转化率可以提高约8％。（（信任飞行员）

33. On average, customer service agents only ask for a customer's name 21% of the time. (一眼）

34. 71％的消费者（16-24岁）认为，服务团队的快速回应可以大大改善他们的客户体验。（（COMM100）

35. Almost 90% of customers report trusting a company whose service they rate as “very good.” On the other hand, only 16% of those who give a “very poor” rating trust companies to the same degree. (Qualtrics XM研究所）

Customer Satisfaction Statistics

36. 90% of customers rate an "immediate" response as important or very important when they have a customer service question. 60% of customers define "immediate" as 10 minutes or less. (HubSpot Research）

37.超过70％的消费者认为公司应该代表他们合作，以便他们不必向不同代表重复信息。（（Zendesk）

38.当他们的呼叫从部门转移到部门时，近70％的客户会受到刺激。（（Zendesk）

39. 69% of consumers first try to resolve their issue on their own, but less than one third of companies offer self-service options such as a knowledge base. (Zendesk）

40.NPS®推荐值的客户生命周期价值的s 600% - 1400% higher than a detractor. (Bain & Company）

这importance of customer servicecan’t be overstated. Investing in astrong service teamwill improve customer satisfaction, reduce churn, and increase revenue.