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WHAT BAD CUSTOMER SERVICE COSTS YOU

Alexandra Shiryaeva
Chief Customer Officer at UseDesk
Today, the customer is dissatisfied with the assistance from your service support team, and, tomorrow, he leaves and tells everyone that your project/store/platform is not worth the trust and money spent on it.

The story is usual, there are hundreds and thousands of such stories – business often does not pay attention to these stories. In doing so, the companies should be ready to face some problems.
1
78%
of customers do not complete a planned purchase due to bad customer service.

Source: American Express Survey, 2011
2
4%
Is a share of the claims you receive from 100% of dissatisfied customers. 96% of them will not complain, and 91% are likely will not return to you

Source: "Understanding Customers", Ruby Newell-Legner

3
10 times
Customer are worth up to 10 times as much as their first purchase.

Source: White House Office of Consumer Affairs

4
60-70%
Is the probability of selling to an existing loyal customer. The probability of selling to a new customer is only 5-20%.

Source: SaaS market research projects

5
12 positive reviews
Are needed to offset one negative feedback from a customer.

Source: "Understanding Customers", Ruby Newell-Legner

6
2 times more
People will read and learn the negative feedback as compared to a positive feedback.

Source: White House Office of Consumer Affairs

7
6-7 times more
Money you'll spend on winning a new client, than to keep the existing one.

Source: White House Office of Consumer Affairs

8
1 out of 26 customers
Explains what makes him unhappy and why. The others remain silent.

Source: White House Office of Consumer Affairs

9
59%
Of customers are ready to try a new product or service just because they are dissatisfied with the customer service.

Source: American Express Survey, 2011

Even though the facts above are quite old and are focused on US residents, as of today, the tendency remains in every country.

Clients leave silently but if they talk about it, then a good coverage in social media is provided. Investing in a good customer service and a human approach to customers is a magic wand that will transform the business, increase sales and eliminate the competitors.

If you want to improve quality of your customer support but do not know where to start, please, email at support@usedesk.com with "Make my team better" in the subject line, and we will help. If you come across similar studies, please, share and we will update the article accordingly.
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