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.
Consider offering to call back services to customers on hold to improve your customers’ perceptions and lower costs-per-call, and reduce abandonment rates.
It only makes sense to be present where your customers are; use social media to facilitate immediate communication, give your customers a more personal brand experience, and follow up easily.
Customer service heavily impacts both your bottom line and reputation. Ensure your call center provides a satisfying customer experience to increase customer acquisition, customer retention, and brand loyalty.
Your customers want a 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.
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 provide you with insight into the power of a good customer experience and build footprints into your future planning.