As we push towards an experience-driven economy, it has become imperative to acknowledge that the customer is king and to treat them as such. Customers today have higher expectations than ever before - they are better informed and highly selective about brands they engage with. In turn, they not only expect these brands to understand their needs but also anticipate them and deliver experiences that meet their needs. A single bad support experience can impact a business, brand and its value.
A study conducted by Freshworks surveying 3000 global customers brought to light the fact that:
56% of consumers globally have stopped doing business with a brand or switched to a competitor due to a single bad customer service experience in the last 12 months
31% of consumers globally are willing to pay more for a great customer service experience
69% of consumers globally have a clear preference for brands that offer proactive notifications and service to them
It is evident that good customer service is the key differentiator for any brand. So what should a business do to ensure that they provide the best possible customer service experience?
Watch the video to find out what companies need in order to deliver great experiences to customers from our panel of experts.