The average number of channels customers use consistently when interacting with a brand or organisation: 4. customer service channels consumers use on a regular basis.
60% of business buyers say it’s very important to receive in-app mobile support (from their suppliers).
82% is still email. Look at what we will say about “to ticket or not to ticket
72% is still “phone”. Any idea how much time is wasted on the customer AND Service Provider side with telephone calls ?
6% is mobile App, BUT : Phone & email is merely tip of iceberg within service interaction: Mobile-Apps have experienced a 196% YoY growth (2015-2016)
More than 84% waste too much time searching for answer before contacting company
42% Of users find “Getting their issue resolved quickly” the most important aspect in a satisfactory customer experience.
97% Of consumers say customer service is not important, but VERY important to their choice AND loyalty
68% Of consumers (18-34y) have higher expectations of service than they had just 1 year ago
73% consumers SEARCH ONLINE first when they have questions for a company
52% Of consumers are likely to switch brand if a company doesn’t try to personalize communications to them
71% Of consumers say that valuing their time is most important an SP can do in order to provide good service
83% Of business buyers consider being routed immediately to the agent most knowledgeable about their issue as VERY important
72% Of consumers expect supplier to know who they are, product info & service history when they request service
70% Not satisfied with using service portals
71% expect of customers assistance within 5’
196% YoY growth has been experienced in service interaction over Mobile Apps: Phone & email is merely tip of iceberg within service interaction. (2015-2016)
But… Mobile Apps account for only 5% of the interactions now. A very important market for the near future
68% Of consumers (18-34y) have higher expectations of service than they had just 1 year ago. Isn’t this your typical future customer base ?
Sources : HDI, Forrester, Microsoft, the Economist, Canalys, Accenture, DestinationCRM – © All Rights Reserved