Consider the rise of customer success. Because 74 percent of consumers feel contacting customer service is a frustrating experience, few speak up until theyve had a truly bad time. The trouble is, just one negative experience is all it takes to send more than half of consumers packing for a competitor.
Thats why, instead of waiting for customers to call in, customer success managers monitor usage data like average session duration and login frequency. Although customers might hesitate to reach out about a page that wont load, constant refreshing can signal that theyre struggling. Among U.S. adults, 87 percent want companies to proactively contact them before small issues turn into serious trouble.
Voting 0
