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Poor Customer Service Is A Leading Factor For Customer Churn

by Darren Prine, Connect First, Inc. - June 27, 2014

Poor Customer Service Is a Leading Factor for Customer Churn

 The only thing your contact center should be churning out are profits—not customers. Unfortunately, many contact centers fail to live up to their customers’ expectations, undermining the importance of customer service. Just look at the results of the 2013 Accenture Global Consumer Pulse Survey, which polled more than 13,000 customers across 33 countries and 10 industries:

  • 91 percent of customers are frustrated that they have to contact a company multiple times for the same problem.
  • 90 percent don’t like being put on hold for a long time.
  • 89 percent report being frustrated about having to repeat their issue to multiple representatives.

So, how will your company differentiate itself from the hordes of other enterprises that are failing to make the customer service grade? The process starts with your customer service offerings. These must be best-in-class; otherwise, your company will experience the same pitfalls with customer retention time and time again. For instance, if your customers are unhappy about contacting your company multiple times with the same problem, invest in real-time reporting software that can spread visibility about a customer’s interaction history to any agent that picks up the phone. And if your customers are complaining about long wait times? A cloud router will automatically distribute calls to the next available agent.

Naturally, the solution is to invest in cloud software that will provide you with a variety of customer relationship management solutions for a fraction of what it would cost to purchase them individually. Click here to learn how Connect First can provide your organization with a robust set of cloud tools.



 
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