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90% of customers are willing to spend more when companies do this

Customer service is the direct link between companies and customers—it is the key to retaining consumers and extracting value from them. By providing outstanding customer service, businesses assist and advise their clients on their services and products with the goal of having satisfied clientele.

Key takeaways from 123 Form Builders‘ Customer Service survey:

  • 30% of customers believe that customer support is the primary reason why they stick with a solution
  • Customer support requests are up to 14% from last year.
  • 81% of people claim that receiving good customer service makes them more likely to make another purchase.
  • 70% of the buying experience is based on how the customer is treated.
  • More than 60% of customers now expect companies to meet all of their needs.
  • 61% of customers would leave for a competitor after just one negative experience.
  • 64% of businesses say they can notice sales growth due to good customer service.
  • 90% of customers are willing to spend more when companies provide personalized customer services.

The Outcomes of Good Customer Service

The relationship between a company’s success and customer satisfaction are closely related, with 73% of business leaders reporting a direct link.

The same report has shown that customers are willing to pay extra to those who offer good customer service. Therefore, the growth possibilities for organizations that succeed in impressing customers are enormous.

Impressing customers is a tough task but with happy customers come happy times. Just like that, 90% of customers are willing to spend more with companies with personalized customer services

The Results of Bad Customer Service

Negative experiences are costly, and they go viral. Customers are increasingly interacting with service staff and they want helpful and empathic agents, always-on support, and streamlined conversational experiences, regardless of whether they’re speaking with a human or a bot.


Consequently, 68% of them believe most businesses need to upgrade their customer service agent training.

Customers want quick, simple, and efficient service; if they don’t receive it, they’re likely to consider other options. More precisely, 61% of customers would leave for a competitor after just one negative experience—a 22% increase over the previous year. Make it two bad experiences, and 76% of clients will permanently leave.


Also read: SME owners share what they learned: hiring & growing teams


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