Top 5 Customer Service Statistics and What They Mean for your Business

Every contact center has the potential to deliver great customer experience. However, for your business to provide an experience that sets you apart from the rest, impeccable customer service has to be of utmost importance. And what better way to get the inside scoop than by understanding your industry at large?

Combing through recent research with a focus 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. s without further ado, here are the top 5 statistics for 2015 and what they mean for your contact center.

Top 5 Customer Statistics and What They Mean for Your Contact Center

1. 75% of customers find the option of a call back most appealing ( Source: Forrester)

Consider offering call back services to customers on hold not only to improve your customers’ perceptions but also to lower costs-per-call and reduce abandonment rates.

2. 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)

It only makes sense to be present where your customers are; use social media to facilitate immediate communication, to give your customers a more personal brand experience and to follow up easily.

3. By the year 2020, customer experience will have overtaken product an price as key brand differentiators. (Source: Customers 2020 Report)

Customer service heavily impacts both your bottom line and reputation.Ensure your call center provides satisfying customer experience to increase customer acquisition, customer retention and brand loyalty.

4. 63% of online consumers say they are more likely to revisit websites that offer live chat services. (Forrester)

Your customers want speedy response and this is exactly what live chats offer. Plus, not only is it fast, but 46% of consumers agree that it is the most efficient method of communication; eradicate call queues and slow email services by adopting live chat.

5. Customer satisfaction is considered the most important cell-center metric by more than 60% of customer service managers (source: Ovum)

Customers are your most important asset; create the ultimate customer experience by resolving issues quickly, paying attention to customer wants and needs and establishing a solid relationship.

They say numbers don’t lie, but they don’t tell the full story either, do they? All data is relevant -big and small- but the only thing that will curve you a reputation is knowing what to use, what not to use and when to use it. Hopefully, the above statistics not only provide you with an insight on the power of good customer experience but also build footprints in to your future planning.