intro
As PR becomes tied to customer service even more with social media, a study of consumers evaluating the cost of poor customer service by Genesys, Greenfield Online and Datamonitor/Ovum finds that enterprises lose an estimated $83 billion each year due to abandoned purchases resulting from poor customer service experiences. Other analysis includes:
• 90% of all transactions initiated over the Web are abandoned before any transaction is completed;
• 86.4% of consumers would welcome extended offers or help during self-service transactions; and,
• 71% of consumers have ended a relationship with a company due to a poor customer service experience.
Source: Genesys, Greenfield Online and Datamonitor/Ovum