According to the 2014 annual American Express survey, more than two-thirds of American consumers (68%) say they’re willing to spend 14% more on average with a company that they believe delivers excellent service. They also spread the word about their customer service experiences, good and bad.

And how do they define excellent customer service?

It means getting their questions answered by knowledgeable representatives who ‘provide a satisfactory answer to their question’ (86%).

Regarding the most important attribute of a successful customer service rep, consumers cite ‘efficiency – the ability to answer questions or handle transactions quickly’ (33%). Consumers also find it important that a customer service rep is ‘empowered to handle requests without transfers or escalations’ (29%).

We have identified many knowledge management system features as well as best practices that help ensure you are giving the best possible service. The most important thing is making it easier and faster for customers to find the answers, which RightAnswers has been perfecting through our product capabilities and our approach to knowledge engagement.

You can see the complete survey results here and you can also read the AmEx analysis of the survey.

Author: Simon Yelsky