Customer Service Facts and Stats
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Transcript of Customer Service Facts and Stats
Customer Service Facts and Stats
A presentation from:
Today’s customer service atmosphere says:
• Get it done – quickly!
• Let people help themselves.
• Innovate but don’t forget about tradition.
• Know when people want to help themselves, and when they want YOU to help them.
• One channel is never enough.
• Multichannel for multi-generations
Get it done – quickly!
(But without sacrificing quality.)
“About two-thirds of American, British, and French (66%, 67%, 66%) adults expect a same-day response when going online to seek help from a company or service provider to troubleshoot a product malfunction or service issue.”
Source: PR Newswire
“82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly.”
Source: Fonolo
“The days are long gone when it was okay to answer an e-mail inside 24 hours. Some 39% of modern consumers expect a reply within four hours.”
Source: FastCompany
“50% expect a response immediately by phone and 59% expect resolution within 30 minutes.”
Source: PunchTab Insights
Let people help themselves.
“By 2020, the customer will manage 85% of their relationship with an enterprise without interacting with a human.”
Source: Gartner
“45% of consumers will abandon their online purchase if they cannot find a quick answer to their questions.”
Source: The Focus Group
“67% of consumers use web self-service knowledge to find answers to their questions.”
Source: Synthetix
A Compelling Case For Self-Service
How does implementation of effective self-service affect the performance of the customer service department as a whole?
Source: Top Self-Service Channel Implementations
Innovate, but don’t forget tradition.
Know when people want to help themselves, and when they want YOU to
help them.
“84% of consumers have used a search engine to look for an answer to a customer service question.”
Source: Parature
“Compared to all other channels, the voice channel is unique in this regard: It often begins when a customer is explicitly trying to avoid self-service.”
Source: Top Self-Service Channel Implementations
“63% of online consumers said they were more likely to return to a website that offers live chat.”
Source: Forrester
75% of consumers think companies should make answers to all their common questions available via smartphones.”
Source: Fonolo
One channel is never enough.
Multichannel for multi-generations!
Which channels are most popular with your age-profiled customers?
Source: dimension data’s 2013/14 global contact centre benchmarking summary report
“67% of online shoppers have made purchases in the past six months that have involved multiple channels.”
“37% now expect to be able to contact the same customer service representative regardless of which channel they use.”
“47% expect to be able to return purchases through a different channel than the purchase channel.”
Source: PunchTab Insights
“45% say they will try any channel open to them and wait as long as it takes to get their query resolved.”
Source: Zendesk
Customer expectations are constantly evolving, as is technology and business capabilities.
Are you all caught up and ready to serve?
Thank you!
Language I/O ● www.languageio.com ● (781) 990-1282 ● @LanguageIO
