b2b customer service stats

B2B CUSTOMER SUPPORT SOFTWARE

26 B2B CUSTOMER SERVICE STATISTICS

That Make You Go Hmmm…


TABLE OF CONTENTS

1. THE COSTS OF POOR CUSTOMER SERVICE

2. WHAT CUSTOMERS WANT

3. THE REWARDS OF GREAT CUSTOMER SERVICE


THE COSTS OF POOR CUSTOMER SERVICE


The estimated cost of customers switching due to poor customer

service in the US alone is

$1.6 Trillion*Accenture Global Consumer Pulse Research


51%

of B2B companies will avoid vendors for at least 2 years after

a bad customer experience*dimensional Research


67%

of customer churn could be prevented by resolving the customer issue at the first

contact*thinkjar


70%

of customers who stopped doing business with a particular brand say it

was due to a poor customer experience

*pew


62%

of customers have to repeatedly contact a company

to resolve an issue*Harvard business review


$$$The global average value of a

lost customer is

$243*kissmetrics


60%of uk consumers prefer a

balance of price and service and will not accept low service levels

in exchange for lower price*uksci customer satisfaction index


it is

7 times more expensive for companies to attract new customers than

to keep existing ones*Harvard business school


32%

of US customers switch companies because they are fed

up with speaking to multiple agents

*newvoice


WHAT CUSTOMERS WANT


90%

of consumers now expect a brand or organization to offer a self-

service customer support portal *2015 global state of multichannel service report


89%

of customers get frustrated when they have to repeat themselves

to multiple representatives*aberdeen


78%

of customers expect to get an answer from self-service

*thinkjar


84%

of customers are frustrated when the service agent doesn’t have

information*thinkjar


73%

of customers say valuing their time is the most important thing a company can do to provide them

with good service*forrester


76%

of customers say they view customer service as a true test of how much a company values them

*2015 aspect consumer experience survey


55%

of customers say easy access to information and support can make

them fall in love with a brand*rightnow


62%

of customer service organizations view customer experience as a

competitive differentiator*deloitte


THE REWARDS OF GREAT CUSTOMER SERVICE


Self-service resources or content

(ticket deflection) eliminate a customer’s need for live

assistance by

36%*TSIA member technology survey


$$$60%

of consumers increased their spending after a really good response to a bad experience

*temkin group


65%

of companies are able to successfully upsell or cross-sell to

existing customers*thinkjar


86%

of buyers are willing to pay more for a better customer experience

*walker


73%

of consumers will recommend a brand to others if satisfied by

their customer service experience*sdl global cx wakeup call report


increasing retention by 5%

increases profits by

25-95%*Harvard business school


By improving the help section on your website, customer service teams can

reduce calls by 5%*Harvard business review


30%

of customers think that when a company understands their

history they have a much more positive experience

*customer-centricity: the rules of engagement (verint)


50%

of consumers use a company more frequently after a

positive customer experience*newvoice


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