94% of customers giving a company a very good customer service and experience rating are likely to purchase more in the future.
ROI of Customer Experience
Contact Center Solutions
Great customer service leads to return customers. Most consumers who have a great experience with a company are likely to be repeat customers. By way of contrast, those who had poor customer experiences have lower customer satisafaction and are unlikely to be repeat customers.
Author: ROI of Customer Experience
More Related Stats
Contact Center Solutions
When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase.
80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds.
Acquiring new customers costs 5-10 times more than selling to existing ones.
The 2020 Fortune Business Insights Report predicts the global cloud market to grow from $76.43 billion in 2021 to $390.33 billion in 2028.
67% of the companies have shown tremendous growth and business potential by collecting customer feedback. Excellent customer service feedback plays a crucial role in elevating any call center’s brand value.
88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic.
Live chat increases conversion rates by nearly 4%
53% of consumers say they must repeat their reason for calling to multiple agents
Reducing operating costs and/or boosting productivity is the #1 the top priority for contact center leaders
44% of customers get annoyed, irritated, or angry when on hold for 5-15 minutes
More 2020 Stats
Customer service employees see a 34% rise in productivity when using Salesforce.
88% of Fortune 100 companies use at least one Salesforce app.
Companies that switch to Salesforce CRM see a 25% revenue increase on average.
CRM systems have the potential to increase revenue by 29%.
It is estimated that the global CRM market’s value will grow by over 245% by 2028.
32% of customers will walk away from a brand they love after a single bad experience.
PWC found that the number of companies investing in the omni-channel experience has jumped from 20% to more than 80%
Companies with highly engaged employees outperform their competitors by 147%
51% of consumers feel it is important to get a personalized experience across all digital channels within a brand.
More than 60% of failed customer support calls could have been solved with better access to data.