Every contact center has the potential to deliver a great customer experience. However, for your business to provide an experience that sets you apart from the rest, impeccable customer service must be of utmost importance. And what better way to get the inside scoop than by understanding your industry at large?
Combing through recent research focusing on the U.S- with the occasional global statistics thrown in-, I have tried to make the following list as relevant as possible. The following statistics are culled from different sources and are unbiased. So, here are the top 5 statistics for 2015 and what they mean for your contact center without further ado.
Top 5 Customer Statistics and What They Mean for Your Contact Center
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75% of customers find the option of a call back most appealing ( Source: Forrester)
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Companies that deliver customer support services via social media platforms achieve superior gains; 7.5% Vs. 2.9% (Source: The Aberdeen Group social Customer Care Report)
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By the year 2020, customer experience will have overtaken product and price as key brand differentiators. (Source: Customers 2020 Report)
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63% of online consumers say they are more likely to revisit websites that offer live chat services. (Forrester
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Customer satisfaction is considered the most important cell-center metric by more than 60% of customer service managers (source: Ovum)