Harnessing the Power of Customer Service

JUNE 2015: CUSTOMER SERVICE

In today’s interconnected and hyper-social world, consumers have little patience for poor customer service. Companies are under pressure to meet customer expectations for optimal service. As business leaders assess their customer strategies, here’s a snapshot look at why savvy companies are investing in customer service and support as a key differentiator. —By Judith Aquino and Lorri Cosentino

CustomerSupport

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50% of employees said their company provides customer service via mobile devices, up from 38% in 2012.

—Source: The Social Customer Engagement Index

CXCustomerExperience—Source: Customers

2020 Report

By 2020, customer experience will

overtake price

and product as

the key brand

differentiator.

70%of customers will do business with you again if you resolve their complaints.

— Source: Ruby Newell-Legner

83% of consumers require some degree of customer support while making an online purchase.

CustomerSupport

—Source: eConsultancy

51% of companies increased the staffing of their centralized customer experience team in 2014.

increase

staff

— Source: Temkin Group

62% of organizations view customer experience provided through contact centers as a competitive differentiator.— Source: Deloitte: Contact Center Survey