Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed. In fact, the volume of support tickets over WhatsApp alone jumped 101 percent in 2020, according to our 2021 Customer Experience Trends Report. Customers want to interact with companies over the same channels they use with friends and family. And businesses are following suit: 53 percent of companies that launched a new channel in 2020 added messaging.
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.
