Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service. Consumers want to interact on new channels.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Joe Rawlinson

APRIL 25, 2018

Some customers still prefer using the phone over the other digital methods at their disposal. You have to make sure that your call center works towards providing a delightful customer experience at all times. The automatic callback system will help you to bring your service system to another level. Customers will love it.

Automatic Callback 114

Automatic Callback Customer Service Social Media Mobile Customer Service 114

SmartKarrot

FEBRUARY 16, 2022

Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers. General customer experience statistics. 73% of consumers say that CX is a deciding factor when making purchase decisions.

2022 10

2022 Customer Experience E Commerce Social Media 10

Eptica

AUGUST 5, 2016

Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email. Published on: August 19, 2016.

Customer Service 49

Customer Service Contact Center Average Handle Time 2016 49

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. 43% don’t ever review assisted service processes.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. Organizations with engaged employees outperform those with low employee engagement by 202 percent, which has a direct, positive impact on customers.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. ByNext, and Instacart are using this simple focus on customer experience to drive big wins.

Omnichannel 90

Omnichannel Consumers Brands Contact Center 90

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. ByNext, and Instacart are using this simple focus on customer experience to drive big wins.

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72

Brad Cleveland Blog

DECEMBER 29, 2015

(Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location.

2014 22

2014 2015 Advertising Retail 22

GetFeedback

MAY 9, 2018

Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. And with more and more customers doing their shopping online, it’s not just about the brick and mortar customer experience either. Optimize your website for mobile.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

ShepHyken

DECEMBER 19, 2016

5 Technologies for Delighting Connected Customers by Vala Afshar. Next in Tech) Consumers and business buyers expect emerging tech to change their experience with your company. CX Strategies: 48 Experts Reveal the Single Most Effective Way Companies Can Improve the Customer Experience by Angela Stringfellow. (NG

2016 90

2016 Article Social Media Customer Service 90

Brad Cleveland Blog

DECEMBER 29, 2015

(Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location.

2014 20

2014 2015 Advertising Retail 20

Comm100

FEBRUARY 6, 2018

Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Its mission is simple — help companies of all sizes provide quality customer experiences, regardless of channel.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42