Nearly 90% of customers would abandon your company after a bad customer service experience1. That’s a pretty hefty stat, but not necessarily a surprising one.
And that stat may not be limited to just a negative customer service experience.
Customers have grown accustomed to instant service. Gone are the days of waiting in line or watching for statements to be delivered through post; customers want to see and pay their bills in the time it takes them to check their email. And if a business isn’t providing this easy accessibility, customers could be prone to jump ship to someone who does.
But take this as good news – because businesses and their customers want the same thing. Providing customers with instant self-service access to their bills and invoices is an opportunity to drive better customer engagement without the unnecessary costs of paper and postage. Businesses will discover new cross-selling opportunities while providing the self-service your customers expect.
In other words, by giving customers the instant gratification they want, businesses can get the customer engagement they need. View this video to see how IBM Content Manager OnDemand enables an efficient, cost-effective approach to do just that: https://ibm.biz/cmodvideo_b
1 Gartner Research. The Eight Building Blocks of CRM: Customer Experience, Feb. 14th, 2013