Tricia Morris

MAY 18, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 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

Kayako

SEPTEMBER 20, 2018

The first and most important best practice for B2B sales organisations when it comes to customer experience is actually making it a priority. Interestingly, 89 percent of companies now believe they compete primarily on the basis of customer experience, compared with just 36 percent who thought the same back in 2012.

B2B 81

B2B Sales Customer Experience 2012 81

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Customer Service 70

Customer Service 2015 2016 2018 70

ProProfs Chat

MAY 6, 2020

They also want to use the accumulated online data to come up with great strategies that help them optimize the customer experience. B2B Customer Experience Statistics. Investing in improved customer experience pays dividends. higher customer retention, 1.9x Experience-led businesses also have 1.7x return on spend, and 1.6x

2020 66

2020 Customer Experience E Commerce E-support 66

SmartKarrot

FEBRUARY 16, 2022

With CX in mind, here are some general customer experience statistics – 89% of businesses compete primarily on the basis of customer experience (CX). 42% of customers would not mind paying more when offered a warm and friendly customer experience. Companies with a greater focus on customer satisfaction have 1.5x

2022 10

2022 Customer Experience E Commerce Social Media 10