Why End-User Experience Matters
Of the time, IT learns of issues through Help Desk
35% of the time, IT support learns about application performance or availability issues when employees contact the helpdesk.
Consumers more likely to share bad experiences
Consumers are 2X more likely to share their bad experiences than they are to talk about positive ones.
Global Customer Service Barometer
Customers don't return after poor experience
89% of consumers have stopped doing business with a company after experiencing poor customer service.
RightNow Customer Experience Impact Report