Managed Payroll Service May be the Solution to your Service

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Managed Payroll Service May be the Solution to your Service

If I asked you, you would probably say your business provides great customer service, maybe even superior service! But if surveyed, what would your customers say? You might be surprised at their responses. Statistics indicate most people feel customer service is lacking and that businesses are not as focused on customer service as they should be. As a managed payroll service, we at PaysOnline try our best to ensure our customer service is up to scratch; below are some of those statistics -perhaps they’ll make you reexamine your current customer service process.

What is Customer Service & Why a Managed Payroll Service may be the solution!

Customer service is the assistance and guidance a consumer receives from the representative of a business that sells a product or offers a service. As a managed payroll service we know the importance of having help when you need it – the representative helps guide the customer through the sales process by answering questions, resolving problems, and creating a positive buying experience for the customer whether by phone, in person, or online via website or email. As a managed payroll service – PaysOnline allows you access to the entire package, expert help and assistance when you need it most.

30 Statistics You Should Know

You may believe your company has customer service down to a science but read the following statistics and ask yourself the question again. Perhaps you need a reality check, or you’ll discover some fatal errors you’re making. There is always room for improvement and you’ll learn some positive ways to improve your customers’ experience.

Customer Service – Reality Checks

Do you have an accurate picture of how customers and prospects see your business? The following statistics illuminate some discrepancies between perceptions and reality.

    1. 80% of companies claim their customer service ranks “superior,” but in reality only 8% of their customers agree. (Source: Lee Resources on
      Time for a reality check! Apparently, there’s a strong trend among businesses to think more highly of their customer interactions than they should – because only a small percentage of customers appear to be satisfied. Are you making unrealistic assumptions about your customers’ opinions of your business and the quality of their experiences? Perhaps you should consider some more stringent analytical metrics so you can discover the areas where your business falls short and thus be able make the corrections needed to reverse this disturbing statistic.
    2. Only 4% of unhappy customers make their dissatisfaction known to the average business. (Source: “Understanding Customers” by Ruby Newell-Legner on
      This statistic means if you have 100 customers who aren’t happy, only four of them will bother to tell you. What about the other 96%?
    3. 96% of unhappy customers don’t make their complaints known to the business. (Source: Client Heartbeat Blog,
      Those 96 out of 100 will just walk away. They won’t tell you what they didn’t like. They’ll just go – but they’ll tell other people why!
    4. Unhappy patrons will complain to as many as 9 to 15 people about their unsatisfactory experiences. Approximately 13% of unhappy customers tell more than 20 people about it! Meanwhile, satisfied customers who get their issues resolved will only share their experience with 4 to 6 others. (Source: Client Heartbeat Blog,
      Negative information travels faster and farther than a positive experience. It’s not enough for your business to satisfy customers. You must ensure that the ones who are dissatisfied get their issues resolved. You may boast 50 glowing testimonials but one scathing review is what will naturally stick in new prospect’s minds.
    5. It will take 6 to 7 times more time trying to get a new customer than you expend to retain an existing customer. (Source: White House Office of Consumer Affairs on
      Winning over a new customer is not always an immediate response. You may have to contact new prospects many times in different ways before you finally win any of them over. And all those contacts cost money, as this next statistic shows:
    6. For every customer who abandons your business or turns to your competition, you lose $289 per year. (Source: Genesys)
      That’s the prorated amount of all of the money your business spends on marketing, promotions, special gifts, coupons, discounts, returns, phone calls, and other interactions with your customers – money lost when they walk away. Your task should be to actively strive never to lose a customer because financial losses add up quickly.

Customer Service – Fatal Errors

Some mistakes businesses make with customers have terminal consequences.

    1. Bad customer service is behind 78% of abandoned transactions and failures to purchase. (Source: Shep Hyken, Customer Service Expert, Best Selling Business Writer for New York Times and Wall Street Journal)
    2. Customers prefer to speak to a live person. In the last year, 67% of customers were frustrated by inability to speak with a service representative and hung up with their issues unresolved. (Source: American Express Survey 2011 on
      Your automated answering system is fast and convenient for obtaining basic account information, but when it comes to resolving problems, you should have live interaction options available to address your customers’ concerns. When they’re angry or frustrated, your customers shouldn’t have to deal with the aggravation of trying to explain their problem to voice recognition software! With our managed payroll service, you’ll have the ability to contact your payroll expert whenever you need to!
    3. If customers are unhappy, 91% of them will be unwilling to give you their business again. (Source: Lee Resources on
      Unless you work to reverse this statistic, you will lose a huge percentage of your customers every time you have an unresolved issue.
    4. Price-related problems and issues with products are less critical for customers than service issues, which are 4 times more likely to drive customers away to competitors. (Source: Client Heartbeat Blog,

Customer Service – Room for Improvement

Following are some statistics you can – and should – fix to build a strong customer base.

    1. 60% believe that striving for great customer service is not a focused priority and 26% of those actually think companies are downplaying attention service. (Source: Shep Hyken)
      There is always room for improvement in any organisation, some process or product that can be made better, and customer service is an excellent place to start.
    2. If it means an improved customer experience, 59% of your customers will give another company their business. (Source: Shep Hyken)
      People like to be treated well, treated like they matter and their needs are important. If your competitors are doing a better job of conveying that message, your customer base will gradually migrate away from you. Unlike software, PaysOnline’s managed payroll service allows you to access help when you need it most.
    3. 41% of consumers expect the business to get back to them within six hours but only 36% of U.S. companies reply that quickly and 14% of businesses never answer the emails they receive from customers. (Source: on
    4. Customer service via email is offered by 94% of all online retailers but inquiries are responded to incorrectly at a rate of 27%. (Source: Zak Stambor, Internet Retailer 2010 on
      We have all experienced email replies that frustrate more than they fix. Responsiveness that is timely and effective is key for maintaining your customer base. But perhaps it’s not just using email that’s a problem
    5. Consumers say customer service agents do not resolve their issues 50% of the time. (Source: Harris Interactive on
      Perhaps customer service agents, in general, lack training. How effective is your training program? As a managed payroll service, you can rest assured your queries will be attended too.
    6. For every customer who voices a complaint there are 26 other dissatisfied customers who have opted for silence. (Source: Client Heartbeat Blog,
      But that silence can be deadly. As we’ve already seen, they may not tell you they’re disappointed or angry, but they’ll certainly tell others
    7. In 2014, 51% of businesses are strategizing to improve team performance on customer experience. (Source: Temkin Group)
      You can begin doing the same by first letting your customers know how much you value their business and appreciate their loyalty and then build up their experience from there.

Contact us today to see how our managed payroll service will exceed your customer service expectations!


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