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serviceprovider market insights 2017-05-03T06:43:14+00:00

Habits

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)

Customer expectations

More than 84% waste too much time searching for answer before contacting company

but…

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

but…

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

Opportunity

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