Providing satisfactory and efficient support is important from many perspectives, including simply increasing profits or the higher goals of brand reputation and audience loyalty. Just take a look at the stats to understand how customer service is a veritable goldmine for any business: It brings 4 to 8% more profit to companies that favor its optimization. It favors the probability of a repurchase by the customer . 89% of consumers are more likely to make a repeat brand purchase after a positive customer experience. It increases what is called brand promotion , which is the maximum degree of brand loyalty: the likelihood that a customer will recommend a brand to other consumers after receiving satisfactory service increases by 38%. It consolidates user trust and loyalty to the brand . Nearly 90% of consumers say they have more confidence in a company whose support service is efficient and fast. What makes customer service efficient and satisfying Opportunity.
Considered one of the most important characteristics by 90% of customers, punctuality is the first sign of an efficient and satisfactory support service. Receiving a quick response to a problem is obviously the first desire of every customer, but how to establish this speed of response? According to 60% of consumers, a response is considered “timely” when it is within 10 minutes of asking for help. Immediacy. By immediacy, we mean the ability to resolve a problem E-Commerce Photo Editing Service on the user's first attempt in a “one-shot” support session. According to a Microsoft survey, solving a problem on the first request is the key to satisfactory support. Skill. The graphic above shows that knowing those who interact with the customer is also essential for good customer service. Users not only expect quick and easy answers to their problems, but also to interact with someone who can provide information that the user alone cannot find. It adds concrete value. customer service statistics In addition to these three key aspects, many other factors can contribute to a more satisfying service . Many of them have become even more decisive in the post-pandemic new normal: Empathetic, personal and human interaction Constant support regardless of time and space limitations Easy to find contact details