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Two years ago, entrepreneurs admitted that an unanswered customer question cost them about 60 euros.
During a pandemic, the role of customer service has grown significantly, especially given that many goods and services can only be purchased remotely by customers. “Tele2” a “SKDS“The survey of entrepreneurs shows that companies most often receive customer questions by phone (76.6%), e-mail (60.6%) and social networks (23.6%).
“We conducted a similar survey of entrepreneurs two years ago. What we can observe over the years is that customers have become much more valuable to companies. Of course, the pandemic and its limitations have made a big impression – loss, “says Raivo Rosts, Commercial Director of Tele2.
“As can be seen from the study, companies have also developed, as now 18% of companies have already introduced the registration of incoming customer questions and, accordingly, data are available on whether a particular customer has been served. Only 13% of such companies two years ago,” says Rosts. .
The reasons why companies do not answer customer questions are different. For example, in 21% of cases, entrepreneurs admit that customer questions are not answered because calls are received outside the company’s working hours, while in 20% of cases, customer consultants are busy talking to another customer. Significantly, 39% of entrepreneurs did not know how to name a specific reason for not answering customer calls, which may indicate that such an analysis is not performed.
The survey of Latvian entrepreneurs was conducted in cooperation with the research center “SKDS” in March this year. A total of 750 entrepreneurs were interviewed.
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