Very many new and established businesses set up marketing, but rarely pay attention to customer support- in the way that it deserves. Poor customer support seems to be an epidemic, despite our progress in other areas. In the current digital world with customers having access to so many different media where they can share their opinions. It’s important to pay attention so that the escalation or amplification effect is reduced.
If you’re a brand that’s suffering from plenty of negative reviews and comments on social, here’s how to handle negative comments on social media. Today be ready to take a step back and understand why poor customer support is a brand killer. Here’s a post from blogger Robbie Richards who shares his opinions with us, alongside some nifty statistics on this topic.
The Remarkable Cost Of Poor Customer Support On Your Bottom Line
How many times have you visited a website, clicked on the live chat box and saw a message saying, “Sorry, support is offline. Leave your email and we’ll respond within 24 hours?”
Go on, raise your hand.
How about all those times you’ve picked up the phone to call support, only to spend 20 mins listening to annoying automated messages telling you how “customer service is a top priority.” And soon enough you realize that you’re being bounced around from one support representative after another?
Unfortunately, it happens all the time. And, customers hate it, a lot.
[Tweet “89% of consumers have stopped doing business with a company because of a bad experience.”]
[Tweet “86% will not purchase from a business with negative online reviews.”]
The truth is, poor service is the fastest way to lose existing customers, and deter potential customers from ever stepping foot in your door.
[Tweet “Poor customer support costs US businesses $84 billion a year!”]
Despite the bottom line implications, there are still a lot of companies out there failing to make support a major priority in 2016.
Most companies choose to dedicate more attention and resource to customer acquisition, instead of retention.
This is crazy. Especially when you consider that it is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
[Tweet “Customers are also four times more likely to buy form a competitor if there is a problem”]
At the end of the day, bad support will send your customers running to the competition, result in higher marketing costs, and cause profits margins to shrink.
If left unchecked, it will kill a business.
To illustrate this further, the team at Jitbit has shared an infographic highlighting the impact bad service has on a company’s bottom line. You’ll definitely think twice before allowing poor customer support to drown your business!
Thanks for sharing your thoughts with us Robbie.
You can submit your insights with us on our guest blog as well. The guidelines are HERE.
About Guest Author: Robbie Richards is a digital strategist at Royal Jay Tech and a blogger. You can find him on Twitter here.
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