A recent Zendesk study showed that 42% of B2C customers purchased more after a good customer service experience, whilst 52% stopped buying after one bad customer service interaction*.
And based on a research published by IBM*:
- By 2020, 85% of all customer interactions will be handled without a human agent.
- Currently, in a 6 minute customer service call, 75% of that time is devoted to agents doing manual research, with valued customer interaction at a dismal 25% In Web Hosting, like any other industry, customer service is critical to build great and long term relationship with customers.
The majority (54 %) of contacts to the support center are for incidents.***Continue reading