According to the Zendesk Customer Experience Trends Report 2021, ecommerce rose by 30 percent during the global pandemic, and 64 percent of customers said they used a new digital customer support channel in 2020. Clearly, the pandemic pushed more customers online, ramping up their engagement with companies over dozens of touchpoints.
Doing business with a company that misses the mark on providing a high-quality customer service experience goes a step further than leaving a bad impression; it can keep the customer from ever giving your business a second chance. According to recent research, roughly 73 percent of customers will stop patronizing a company after only three (or fewer) bad customer service experiences. What’s worse is that companies are losing revenue without a chance to find out why.
