Customers have very specific expectations when it comes to service
Yet, companies are struggling to meet them with on-premise contact center technology. And customers simply won’t tolerate it.
Of customers expect their issues to be resolved (quickly) on the channel of their choice.
Of respondents say that a knowledgeable and friendly customer service rep ranks as a top-three factor for a great customer service experience.
Of customers have stopped using a product or service after having to repeat themselves over and over or after being passed from rep to rep.
Customers have stopped using a product or service four times on average, in the past year, due to a bad customer service experience.
And younger customers between the ages of 18-34 have stopped using a product or service over five times on average, in the past year, due to a bad customer service experience, revealing the higher standards that today’s companies must meet for younger customers.
Of respondents have chat, text, social, and/or video interactions available within their contact center.