Preventing Customer Churn Through Customer Service (infographic)

Over 90% of consumers say they would stay loyal to a supplier after a good customer service call. This should get the attention of smart business leaders everywhere. Even just one positive impression made on a client can keep them coming back for a lifetime, reducing customer churn and maintaining a strong and happy consumer-base. People don’t want to have to switch suppliers - don’t give them a reason to!

Keeping consumers sticking around is easier said than done, most business leaders can attest to this fact; 82% of customers change at least one supplier every years. Banks, mobile phone companies, and property insurance providers see some of the highest levels of customer turnover and it is not a coincidence that these are also incredibly competitive industries. From a consumer’s perspective, suppliers can retain loyalty by:

• 78% keeping prices, rates, and fees as low as possible
• 53% rewards for renewed contract or continued service
• 49% solve problems with service as quickly as possible

For customers who feel they need to make a switch, high prices are often a common complaint, but when we dig deeper we see there’s a bigger picture. In addition to high quality goods or services, customers expect the same level of quality in communication when interacting with suppliers. Of the top ten reasons consumers switch suppliers, five of them have to do with customer service issues.

• 28% unfair treatment
• 25% no timely responses to reported problems
• 24% failure to solve problems in first contact
• 20% staff is inexperienced or not knowledgeable
• 14% call center staff failed to follow up when promised

With countless methods of nearly instantaneous communication we have today, there’s no reason for suppliers to not be easily reached by customers. For 45% of consumers, phone is the preferred method of communication when reaching out to suppliers but 42% have contacted suppliers through channels other than phone. Online chat stands out as an indispensable tool in making quick correspondence a reality. Nearly 40% of respondents have interacted with a supplier online or via social media in the past twelve months and 57% of them report feeling happy with the application.

It pays to diversify contact methods, but keeping a strong customer service call center up and running can make or break customer loyalty. In many situations, quick online chat interactions just don’t cut it and that method is better left for quick questions on orders or service and is ill-suited for larger scale problems. Encouraging polite and friendly communication from call center staff can make a huge difference in customer experience, especially when emotions are running high. Before getting in touch with call center staff, respondents feel

• 42% annoyed
• 37% hopeful
• 28% upset
• 22% confused

Only 42% of consumers feel satisfied with the outcomes of a customer service call, and 30% still feel frustrated. It’s one thing to simply have a call center, but maintaining it as a well-oiled machine to give customers exactly the kind of care they need is a different story. When interacting with call centers, customers expect:

• 62% staff to have access to and understand service history
• 59% be proactive in informing and solving issues
• 53% the call center to be kept within their home country

When customers get in touch with their suppliers, 38% do so just so someone will listen to them. Yet only 23% hang up the phone feeling heard. Are you giving your customers the attention they deserve and expect? Take a look at this infographic detailing the state of customer service needs, what consumers look for when contacting suppliers, and how you can prevent customer churn by providing them with the best customer service possible.

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