• The Importance of Providing a Great Customer Experience [Infographic]

    By Khalid Saleh

    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.

    The Importance of Providing a Great Customer Experience – Statistics and Trends

    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%

     

    FigPii Heatmaps

     

     

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Khalid Saleh

Khalid Saleh is CEO and co-founder of Invesp. He is the co-author of Amazon.com bestselling book: "Conversion Optimization: The Art and Science of Converting Visitors into Customers." Khalid is an in-demand speaker who has presented at such industry events as SMX, SES, PubCon, Emetrics, ACCM and DMA, among others.

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Khalid Saleh

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    Conversion Optimization

    The Art and Science of Converting Prospects to Customers

    By Khalid Saleh and Ayat Shukairy

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