Ecommerce sites all over the world are quickly realizing that a great customer experience is where the money’s at. Poor customer service negatively impacts a customer’s experience, as witnessed by 89% of eCommerce consumers. They quickly stopped buying at stores that offer poor customer service. Given the fact that it costs 6 to 7 times more to attract a new customer than to retain an old one, improving customer experience is all the more important. Check out our new infographic titled, “The Importance of Providing a Great Customer Experience ” to know more about this topic.
Infographic by- Invesp
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Here’s what you’ll learn from our infographic:
- You will learn how easily reports of bad customer experience spreads, vis-à-vis good experiences.
- You’ll learn what constitutes good customer experience, and how to ensure it.
- You’ll learn how quickly the average busy customer expects support from your site.
- You’ll learn what kinds of support channels customers prefer to use
83% of online shoppers need support to complete a purchase
Customer’s expected wait time frame for customer support access
| Time Frame | %age |
| Immediately | 31% |
| Within 5 minutes | 40% |
| Within 30 minutes | 11% |
| Within an hour | 5% |
| Within a day | 10% |
Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences.
It takes 12 positive customer experiences to make up for one negative experience.
Top Elements Of Great Customer Experience
|
Factor |
%age |
| Quick issue resolution | 82% |
| Issue resolution within a single interaction | 56% |
| Friendly customer service representative | 45% |
| Follow up by the same service representative | 37% |
| Ability to save a copy of interaction with brand | 28% |
| Post-enquiry follow up | 27% |
| Custom offers and discounts after issue resolution | 27% |
| Ability to to get on other things whilst issue is resolved | 21% |
| Issue resolution without speaking to representative | 17% |
| A personalized experience | 17% |
| Access to help via social media sites | 4% |
55% of consumers would pay more for a better customer experience
A customer is 4 times more likely to buy from a competitor after experiencing a service-related issue, as opposed to a price or product-related issue.
A 10% increase in customer retention levels results in a 30% increase in perceived company value
Top Support Channels Customers Would Like To See
|
Customer support channels |
%age |
| Telephone number | 61% |
| Customer support email | 60% |
| Live chat | 57% |
| FAQ section | 51% |
| Click-To-Call | 34% |
| Online customer forums | 17% |
| Help Videos | 12% |
| Video Chat | 7% |
| None of the above | 16% |
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