You know that you can distinguish your company with superior customer service. Of course, these days, attentive service must go beyond phone support to include website and social media responses. In fact, 90% of consumers now expect businesses to offer a self-service customer support portal, according to 2015 Microsoft® research. The same research also found that 60% of consumers view brands more favorably if their self-service offering works on mobile devices. Step up your online customer service game with these strategies:
In the social media age, you have more opportunities than ever before to keep customers happy and doing business with you — and just as many opportunities for them to make it known if you don’t. With the right mix of channels providing responsive customer service, you can avoid contributing to the estimated $41 billion lost by U.S. companies annually due to poor customer service. A transparent, multichannel approach can help you retain customers and earn new ones.
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“2015 Global State of Multichannel Customer Service,” Microsoft, retrieved from http://www.parature.com/13-customer-service-statistics/; once registered, access report here: http://paratureprod.blob.core.windows.net/wp-uploads/Global-State-of-Multichannel-Customer-Service-Report.pdf
“Report: Poor customer service pushes consumers away,” BizReport, April 6, 2015 http://linkis.com/www.bizreport.com/20/Otfk0; Aspect Consumer Experience Survey http://www.aspect.com/globalassets/hidden-files/aspect-consumer-experience-index-wp
“The Multibillion Dollar Cost of Poor Customer Service,” (Press release) New Voice Media, 2013 http://www.newvoicemedia.com/en-us/news/corporate/the-multibillion-dollar-cost-of-poor-customer-service
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