When a customer has a bad experience, it’s likely they will vent their frustrations on social media, to online personnel and to the firm directly. Unsurprisingly, Harvard Business Review found that 60 percent of surveyed businesses are incapable of handling customer issues in a single contact.
An inquiry that must be passed through multiple channels is expensive for the company and irritating for the customer. The study found that customers whose issues were resolved on first contact were twice as likely to buy again.
To drive customer loyalty, reduce the effort customers must put forth to resolve an issue.