Digital Skills & Talent Gap Study: Summary of Top Findings – Register Now ›
Popular Today in Business: All Popular Articles

How Important Is Customer Service In Customer Experience? (Infographic)

Customer Experience

How Important Is Customer Service In Customer Experience? (Infographic) image excellent customer service questionPoor customer service almost guarantees that the next time your customer has a need, they’ll look elsewhere.

Really helping customers is critical if you want to deliver the type of experience that positively engages with your customers and creates the type of relationship that they consider working with you time and time again.

83% of online customers need customer service help in order to complete a purchase. Is your experience meeting customer needs?

This infographic outlining the importance of service in creating the customer experience that customers expect comes from Invesp, an organization that makes conversion optimization testing a cinch with their online tool that lets you do AB testing, multivariate testing, Website landing page optimization, and customer behavioral targeting, among other things.

How Important Is Customer Service In Customer Experience? (Infographic) image the importance of providing a great customer experience 52cff35a99ddf

Related Resources from B2C
» Free Webcast: Digital Skills & Talent Gap Study Summary of Top Findings and How to Apply for 2015 Learning Programs

How Important Is Customer Service in the Customer Experience?

We’ve all been there, you’re about to make a purchase and everything looks good, except you have that burning question in the back of your mind. You want to make sure that what you’re buying will do exactly what you need. So you decide that you have to reach out and ask, but when you do, you’re confronted with the dreaded “customer service is offline” message.

A staggering 89% of customers reported stopping their online purchase because they needed help but no one was available to help.

Customer service really does make customers stick

Providing exceptional customer experiences is not only the right thing to do for your customers, but it’s the right thing to do for your business. If your help stinks, your customers are 4x more likely to buy from a competitor because of your bad service than because of a better deal a competitor offers.

With the cost of acquiring customers, there’s also a real expectation that those new customers have as to what service and support you’ll provide once they decide to give your business their money. The trends in how customers interact show that service has to begin to integrate more online services and help options in order to retain those customers.

Customer service today isn’t just a strategy, it’s the new reality of doing business.

Comments on this Article: 2

Add a Comment
  1. Shilpa says:

    In nutshell, consumers are looking for an experience that is ‘effortless’ given how much information is being sent their way and how many brands are trying to get their attention. If we make it easy for them, they like us.

  2. Charles L. Shaw says:

    OK, so I ask you why are C/S jobs understaffed, under paid and viewed by the executive team as non value added? Why is it if someone starts in C/S and gets a chance to work in another department it is considered a promotion by HR? What message does this send to the remaining CSRs? You would think that the best, most knowledgeable people of your products and services in your business work on the C/S team.
    I find this article nothing new, just more lip service. No Globally strong corporation today thinks this way. But if you ask the executives they say these are real value added positions within the company.

Add a Comment:


Thank you for adding to the conversation!

Our comments are moderated. Your comment may not appear immediately.