Saturday, July 16

Science of Customer Service: Data Proves Faster Response Means Happier Customers #custserv

People are constantly chasing the question “how do I make my customers happy?”. There’s a lot of suggestions out there. We’ve covered many of them.
product screenshot

But what actually works?

We dug into tens of thousands of tickets in our UserVoice Helpdesk system and researched some of the actions that demonstrably made customers happier. Today we’re going to cover speed.

Fact #1: People like to hear from companies quickly

There’s nothing more frustrating than having an issue and waiting, waiting, waiting to hear from a company. And the numbers prove it: 25% of kudos were given to responses that came within 15 minutes!

Fact #2: People like to have their issues resolved quickly

In our research, we found that 46% percent of kudos were given after just one admin response. People also want their issues solved quickly, not over the course of many messages.

Fact #3: Quality is most important

Despite the numbers above, we still saw large numbers of kudos for issues answered more than two hours later and involving more than 5 messages. Why? Because people want the right answer, not just the quick answer.

So what are the action items for your organization? Work hard to increase your response time, but also focus on accurate solutions in your first message.

Hat Tip to my buddy, Evan Hamilton of UserVoice for these quick tips!