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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.
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.
In Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey, consumers now say they are using web self-service more than assisted service. According to the survey, web self-service use has increased from 67% in 2012 to 84% in 2015.
This would help you build a seamless experience for your customers. . 79% of Millennials are more willing to buy from brands that have a mobilecustomerservice portal. (Source: Microsoft ) Tweet this. Since customers like convenience, make sure that you provide that to them when they want and how they want.
In 2022, concentrating on your mobile user experience is essential. 43% of new-age customers get in touch with customerservice via mobile devices. 61% of shoppers would not return to a mobile site/app they had trouble accessing. 62% of Gen Zers shop for products online via mobile sites or applications.
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