Great products must be paired with great customer service. But it doesn’t seem to be the case for businesses in general, as the infographic shows the ugly statistical truth about customer service.
45% of people who called in had the intention to make a purchase. But sadly, 70% of them are put on hold.
And on average, they waited for about minute before receiving a reply from a customer service officer. This could be explained as most businesses only spend 4% of their marketing budget to handle these calls. While the rest of the 96%, are spent to entice consumers to call in.
“Better service would translate into lots of repeat customers, which would mean low marketing expenses, long-term profits, and fast growth”, Tony Hsieh, CEO of Zappos said it best.
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