evolution of customer service
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The Evolution of Customer Service
74% of consumers now use at least
three channels when interacting
with an enterprise brand or
organization for customer-related
issues
of consumers initiated a purchase over the phone in the last year, but
of those consumer initiated phone orders were placed on hold
(On Hold Messaging Association)
Phone SupportPre 1995
Hold the Phone
45%70%
Email Support 1996-2000
Number of worldwide email accounts is expected to increase from over 3.9 billion
accounts in 2013 to over 4.9 billion by year-end 2017
(Radicati Group)
Growing Conversation
Web Self-Service2001-2004
of consumers cited lack of online information about
products or services as their reason for abandoning a website
(LivePerson)
At a Loss for Words
56%
Web Channels2005-2007
Time to Chat
Satisfaction rates for chat are only superseded by those for voice (63%
rating for chat, 69% for voice)(LivePerson)
Mobile 2008-2009 Got An App for That ?
of consumers have a more positive view of a company if it provides a mobile customer service app
(Nuance)
72%
Social Customer Service 2010 +
71% of consumers who experience a quick and effective brand response on
social media are likely to recommend that brand to others
(NM Incite)
Voices Carry
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