Customer Frustration Will Lead to Churn

Dec 16, 2021 | CX

In a study by Kolsky, 13% of customers who are unhappy with their CX will share their experience with 15 or more people.

But while customers may share their experiences with their friends, they are much less likely to share it with the company itself: only 1 in 26 customers actually complain.

Which means that 25 out of 26 customers are leaving without ever telling you that they are displeased with your product or service, or giving you a chance to fix their problem.

But imagine if they could find the solution to their question themselves with self-service. You would be removing one of the leading indicators of a bad customer experience.

Keep your customers satisfied, keep your customers.

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