Fonolo

APRIL 4, 2023

Here’s a comprehensive list of the most important customer service statistics you need to know in 2023. These stats cover everything from interaction channel preferences, customer expectations, and attitudes towards the current state of customer service to guide your strategy moving forward. billion in 2020, up 16.9%

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

Social Media 49

Social Media Customer Service Start-ups Omnichannel 49

Comm100

JANUARY 14, 2020

This visibility lets them create a cohesive, deeply personalized customer profile that enables higher quality service. For agents, digital omnichannel engagement means simpler customer communication and greater ease of use. No more social media queries getting sent to the marketing team, who then emails them to customer service.

Omnichannel 52

Omnichannel Social Media Touchpoint CRM 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. That includes our experience as customers. AI is here to stay.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Aquire

MAY 24, 2021

percent in 2020, compared to 2019. At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. There’s a number of other ways airlines can use technology to create innovative experiences for their customers, too. Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Aquire

OCTOBER 13, 2021

New customer service trends seem to emerge every year, especially since online experiences became so important to customers. Keeping up can feel like quite the challenge, but it’s essential for meeting customer expectations in the long term. 9 customer service trends. Social media is a hub for engagement.

Customer Service 90

Customer Service Social Media Omnichannel Artificial Intelligence 90

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. The same goes for the content people see about your brand on social media.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Comm100

JANUARY 14, 2020

This visibility lets them create a cohesive, deeply personalized customer profile that enables higher quality service. For agents, digital omnichannel engagement means simpler customer communication and greater ease of use. No more social media queries getting sent to the marketing team, who then emails them to customer service.

Omnichannel 40

Omnichannel Social Media Touchpoint CRM 40

Fonolo

AUGUST 29, 2019

Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. That won’t go away in 2020, and it will probably still be a requirement in 2050!

Contact Center 121

Contact Center AI Technology Technology 121

Aquire

NOVEMBER 18, 2021

Nearly 80 percent of American consumers point to speed, convenience, knowledgeable help and friendly service as the most important elements of a positive customer experience. ( Gaps between customer expectation and reality. Just 31 percent of marketers think they are exceeding customer’s CX expectations.

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience ML Social Media CX 83

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021?

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Customer Service 52

Hodusoft

FEBRUARY 29, 2024

Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. Security Concerns After 2020, cyberattacks on MSPs have increased leaps and bounds, reports suggest. Keeping customers satisfied can require agility and flexibility.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance Technology 52

Zendesk

MAY 26, 2021

The goal of customer service is to foster better customer relationships. How has customer service changed? Good customer service means meeting customers’ expectations. They also invest in their knowledge base because customers expect to find answers on their own. Collaboration skills.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Fonolo

MARCH 7, 2023

The Benefits and Pitfalls of Self-Service Offering customers a self-service option can increase customer satisfaction and reduce your call volume – thereby reducing your operating costs. TIP: Today, 70% of customers expect self-service options. Track support requests on competitors’ social media.

Social Media 87

Social Media AI Technology Technology 87

SurveySensum

NOVEMBER 23, 2023

As the digital experience norm evolves, business owners must discern current customer expectations and anticipate future changes. Now, let’s explore the eleven key drivers propelling the digitization of customer experience. These are just some customer expectations you should form your CX strategy around.

Customer Experience 52

Customer Experience E-commerce CX AI 52

Lightico

MARCH 18, 2022

A well-designed digital tool will not only meet your needs as an agent but be user-friendly for your customers as well. If a feature integrates with your internal systems but is clunky and complicated for the end-user, your customer satisfaction ratings will suffer. Business messaging over social media increased 40% during 2020.

Customer Experience 59

Customer Experience Customer Acquisition Social Media Artificial Intelligence 59

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. We’re moving towards personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Zendesk

APRIL 3, 2023

What is retail customer engagement? Retail customer engagement is all the ways a brand interacts with its customers across digital and physical channels. This includes in-store, ecommerce websites, social media, advertising, the metaverse, email, live chat, phone support, and more.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. As more customers seek to engage businesses through other channels than voice (e.g., Social media. Customers expect nothing less.

Contact Center 140

Contact Center VOC Social Media AI 140

SurveySensum

JANUARY 26, 2022

Top customer experience trends in 2022. Optimizing customer experience for mobile devices. Meeting customer expectations. Providing instant fulfillment for online customers. Top customer experience trends in 2022. Various aspects of customer experience have evolved. . Meeting customer expectations.

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

SurveySensum

JULY 17, 2023

Keep Your Inventory Stocked Don’t Forget The Post-Purchase Interaction Bring People Together Like A Community Happy Employees = Satisfied Customers Keep Up With the Changing Customer Expectations Create A Multichannel Buying Experience Make Your Membership Program Meaningful Conclusion 1. Make Every Interaction Epic!

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Keep Your Inventory Stocked Don’t Forget The Post-Purchase Interaction Bring People Together Like A Community Happy Employees = Satisfied Customers Keep Up With the Changing Customer Expectations Create A Multichannel Buying Experience Make Your Membership Program Meaningful Conclusion 1. Make Every Interaction Epic!

Retail 52

Retail Customer Experience Sports Touchpoint 52

CommBox

AUGUST 16, 2021

Customer Communication in the hospitality and tourism industry is rapidly changing due to industry events. The hospitality and tourism industry took one of its biggest hits in 2020. Consumers’ growing use of digital devices created new standards for customer service and communication. Happy guests become loyal customers.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52

CommBox

AUGUST 16, 2021

Customer Communication in the hospitality and travel industry is rapidly changing due to industry events. The hospitality and travel industry took one of its biggest hits in 2020. Consumers’ growing use of digital devices created new standards for customer service and communication. Happy guests become loyal customers.

Hospitality 52

Hospitality Hospitality Omnichannel Compliance 52

SurveySensum

JULY 28, 2023

We’ve got you covered with the 7 best trends that will revolutionize your customer experience and propel your business to new heights. 7 Best B2B Customer Experience Trends Here are the 7 trends that you can use to enhance customer satisfaction and deliver the best customer experience.

B2B 52

B2B Customer Experience Artificial Intelligence Omnichannel 52

Fonolo

DECEMBER 2, 2015

Updated June 2020. In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). If your business isn’t already using social media to communicate, there’s no better time than the present.

Social Media 70

Social Media Contact Center Customer Expectations CX 70

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. We’re moving towards personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

AUGUST 26, 2020

Did you know how many CX leaders were able to secure their CX budget in 2020? Customer Retention . In the age of personalization and customization, customers’ expectations have increased. . billion per year due to poor customer experience. Customer Satisfaction. Only one-third!

CX 98

CX E-commerce Customer Acquisition Customer Retention 98

Zendesk

MARCH 19, 2021

In our Customer Experience Trends Report 2020 , we uncovered a startling statistic: about 50 percent of respondents said they’d switch to a competing brand after just one bad customer experience. Fifty-percent customer churn is a death sentence for almost any business—which means it’s time to prioritize customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Lumoa

JUNE 14, 2023

Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Qualtrics

JULY 25, 2020

One of the best ways to understand what people are really saying about you in their environment, social listening should be an integral part of your brand strategy. Which, naturally, is what social listening is all about. What is social listening? What’s the difference between social listening and social monitoring?

Social Listening 29

Social Listening Social Media Sentiment Analysis Customer Satisfaction 29

Fonolo

JULY 16, 2014

Updated May 2020: Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers really want?

Customer Service 67

Customer Service Customer Expectations Social Media Contact Center 67

Comm100

APRIL 9, 2021

This is known as self-serve, and the great news is that it is a popular and expected channel – 70% of customers expect a company’s website to include a self-service application. Chatbots are the ultimate tool to manage high customer support volumes. – Chatbots.

Retail 70

Retail AI Social Media Start-ups 70

C3Centricity

NOVEMBER 4, 2020

BOPIS (Buy online pick-up in-store) surged 259% YoY in August 2020, as many shoppers are concerned about the safety of in-store shopping. Anything that moves us toward increased customer satisfaction from our digital marketing efforts is great. (Digital Commerce 360). Ecommerce accounts for 16.1% US Department of Commerce).

ML 71

ML AI Artificial Intelligence Customer Satisfaction 71

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. Boost customer experience & CSAT. Phone support alone doesn’t cut it, and nor does email.

Customer Satisfaction 77

Customer Satisfaction Sales Education Compliance 77

Qualtrics

MARCH 13, 2020

Then came the contact center — an acknowledgment that companies were increasingly dealing with customers through new channels like email and social media. Customer journeys are a complex thing. Read our latest research report - Disrupting the Contact Center 2020. First, there was the call center. Instant Download.

Contact Center 37

Contact Center Social Media Artificial Intelligence AI 37