More than 60 Percent of Dreamforce Attendees Have Lost a Sale Due to Poor Customer Support Experience

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New Freshdesk Survey Also Shows 75 Percent of Respondents Have Personally Ended Relationships with a Company Due to Poor Customer Support

Poor customer support isn’t just bad for a company’s image – it can actually kill sales deals. That’s according to new findings released today from Freshdesk, the world’s leading customer support software in the SaaS market. The insights were culled from interviews with more than 350 sales, marketing, IT and customer support professionals attending the just completed Dreamforce 2014 Conference in San Francisco.

The survey’s findings include:

Poor Customer Support Is A Deal Killer—more than 75 percent of business professionals have personally cut ties with a company over a bad customer support experience in the past year. Likewise, more than 70% of sales people say their company has lost a customer or sale due to a poor performance or reputation related to customer support.

Customer Support Heroes Can Strengthen Customer Relationships—nearly nine out of ten respondents (87 percent) said that a good interaction with a customer support professional positively changed their impression of a company’s brand.

All Hands on Deck—57 percent of respondents said they feel responsible for customer success within their own organizations despite it not being in their primary job description.

Support by Email, Phone and Chat Dominate—despite the growing popularity of social platforms like Twitter and Facebook for customer engagement, email (52 percent), phone (47 percent) and chat (22 percent) remain the most popular communications channels for concerns or complaints.

"Dreamforce attracted more than 100,000 IT, sales, marketing and customer support professionals, giving us the opportunity to measure how these insiders regard the customer support function when it comes to customer acquisition and retention,” said Dilawar Syed, President, North America operations, Freshdesk. “The results are clear: customer service has a critical impact on the top line for organizations of all sizes. Our survey found that professionals in multiple functions across the organization felt responsible for customer success and the company's service reputation."

For more information about the Freshdesk survey, please check out Freshdesk's blog post summarizing the results.

About Freshdesk:

Freshdesk makes customer happiness refreshingly easy. Launched in 2010, Freshdesk has over 30,000 customers across the world, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and QuizUp. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk’s cloud-based customer support software enables companies of all sizes to support customers through email, phone calls, websites, forums and social media channels. The company is headquartered in San Francisco, California and has a development center in Chennai, India. For more information, please visit http://www.freshdesk.com, http://blog.freshdesk.com or find us on Facebook: http://www.facebook.com/freshdesk or Twitter: @freshdesk.

Media Contact:
Anne Baker
InkHouse PR for Freshdesk
Freshdesk(at)inkhouse(dot)com

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Shankar
Freshdesk
since: 11/2010
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