Customer service is undergoing an evolution as companies contend with the strategic principles of becoming more customer centric. Customers today don’t want to wait to engage with your brand, they don’t want conflicting messages across multiple departments and non-personalized marketing. The dilemma companies face is the need to address the chasm between these customer expectations and what the business wants (which is typically revenue growth, cost reduction, and avoiding disruption). So, how do you have your cake and eat it? bit.ly/sorrycustomer

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Sources:
1 Oracle, Will your Brand be a Beneficiary or Victim of the ‘Switching Economy’?
2 Accenture Insight: Digital Improves Customer Experience, 2015.
3 Forrester Research.
Can you afford to
lose 50% of your customers
due to poor service?
CUSTOMER
EXPECTATIONS
ARE HIGH AND
RISING.
The most valued
aspects of
excellent customer
service include
UNMET
EXPECTATIONS
CREATE CUSTOMER
RETENTION ISSUES.
Accenture estimates
that $6.2 trillion in
global revenues are
in play due to
consumers
switching suppliers:
SPEED OF
RESOLUTION1
89%
SPEED OF
RESPONSE1
89%
FRIENDLINESS OF THE
REPRESENTATIVE1
82%
The reality is that many companies are
still placing their customers on hold.
The world of customer service is shifting,
and shifting quickly.
Hence opportunities to serve better.
53%
OF CONSUMERS SWITCHED PROVIDERS DUE TO POOR SERVICE.1
24%
WANT MORE DIGITAL INTERACTION THAN CURRENTLY OFFERED BY
PROVIDERS.1
80%
OF SWITCHING DUETO POOR SERVICE COULD BE AVOIDEDTHROUGH
BETTER RESOLUTION PROCESSES.1
OF THE TIME,
CUSTOMER
SERVICE AGENTS
FAILED TO ANSWER
CONSUMER
QUESTIONS.2
50%OF CUSTOMERS ARE
FRUSTRATED BY
COMPANIES THAT
PROMISE ONE
THING BUT
DELIVER
ANOTHER.2
84%OF CUSTOMERS THINK
BRANDS NEED TO WORK
HARDER TO CREATE A
SEAMLESS
CUSTOMER
EXPERIENCE.2
87%
Self-service
Improve multichannel experience
Online chat, forum/communities
& mobile support
of users start their self-service efforts using a major search
engine such as Google.3
30-60%
of consumers expect a brand or organisation to offer self-service
customer support.3
90%
of phone calls started on web.3
57%
of organisations cite ‘complexity’ as the greatest barrier to
improving multichannel customer experience.3
40%
growth in customer adoption of online chat3
2x
growth of mobile support3
3x