• 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

    To Publish this Image on your Blog or Website . Copy this code

    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
    Immediately31%
    Within 5 minutes40%
    Within 30 minutes11%
    Within an hour5%
    Within a day10%

    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 resolution82%
    Issue resolution within a single interaction56%
    Friendly customer service representative45%
    Follow up by the same service representative37%
    Ability to save a copy of interaction with brand28%
    Post-enquiry follow up27%
    Custom offers and discounts after issue resolution27%
    Ability to to get on other things whilst issue is resolved21%
    Issue resolution without speaking to representative17%
    A personalized experience17%
    Access to help via social media sites4%

     

    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  number61%
    Customer support email60%
    Live chat57%
    FAQ section51%
    Click-To-Call34%
    Online customer forums17%
    Help Videos12%
    Video Chat7%
    None of the above16%

     

    FigPii Heatmaps

     

     

    Related Posts:

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.

View All Posts By Khalid Saleh
Khalid Saleh

Join 25,000+ Marketing Professionals

If you enjoyed this post, please consider subscribing to the Invesp blog feed to have future articles delivered to your feed reader. or,receive weekly updates by email:

  • img

    Conversion Optimization

    The Art and Science of Converting Prospects to Customers

    By Khalid Saleh and Ayat Shukairy

    Get a Copy