The quality of customer service and technical support offered by a company can make or break a person’s choice to stick with a brand or company. What happens if a consumer receives good or bad customer service? What action does the consumer take for or against the brand or company?
Capterra conducted a study on trends and perceptions of consumers in Mexico regarding customer service and technical support offered by companies. The first article reports on usage preferences, advantages and disadvantages of the main customer service channels .
45% of consumers give their opinion of customer service regardless of whether they had a good or bad experience
In this second article, the study focuses on the perception that consumers have about the quality of customer service and technical support ( also known as help desk ). What is the saudi arabia whatsapp number data profile of the companies that provide the best service according to the study participants? Why is customer service important and what consequences can there be after receiving good or bad service?
76% of small and medium-sized businesses (SMEs) in Mexico that receive and monitor online reviews indicate that these opinions help improve customer service . For this reason, it is recommended that companies have a strategy to collect opinions from their consumers, either through online or offline channels (telephone, written questionnaires, etc.), in this way they can analyze what th rank higher on google ey are doing well or wrong in this department.
Our study shows that almost all respondents usually give feedback to the company regarding customer service or technical support. Is there a particular situation when they shopping data do so more? The data indicates the following:
To conduct this study, Capterra launched an online survey
Almost half (45%) of consumers tend to give their opinion regardless of whether the experience was positive or negative, while 36% tend to give it if it was a positive experience. Only 11% say they tend to give it if it was negative.
This high percentage of feedback should be used by organizations to understand. The strengths and weaknesses of their team in charge of supporting customers, always with the goal of improving it.