ProProfs Blog

JUNE 14, 2019

We’ve compiled a list of 100+ customer service statistics and trends to help you provide delightful support experience. Latest Customer Experience Trends. What Customers Think of CX. Customers Communication Statistics. Poor Customer Service Experiences. How Personal Touch Empowers Businesses.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

Lumoa

MAY 7, 2018

To understand that better, I talked to Jeff Gardner , Head of Platform Partnerships, former Director of Support and Customer Success at Intercom. Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team.

Customer Experience 98

Customer Experience Metrics Customer centricity Sales 98

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

IdeasUnlimited

JANUARY 6, 2021

Customers could thus reach out and obtain help at all hours of the day. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Multilingual support. Billing support. Technical support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

IdeasUnlimited

JANUARY 6, 2021

Customers could thus reach out and obtain help at all hours of the day. While TravelWifi’s internal team handled day hours, IdeasUnlimited took on night coverage 7 days a week for customer support, tier 1 technical support, and order processing. Multilingual support. Billing support. Technical support.

Wireless 52

Wireless Technical Support Customer Support Morale 52

Etech

NOVEMBER 20, 2017

According to a poll by Andersen Consulting, almost 62% of Internet consumers said they would purchase more products online if live customer support were available. Exceeding customer expectations will ultimately accomplish two things; improve the customer satisfaction and create a loyal customer base.

Consulting 48

Consulting Consulting Customer Service Customer Support 48

aircall

DECEMBER 19, 2016

Indeed, Amazon is one of the most customer-focused companies out there. They use collected data for personalized recommendations, they foster transparency and trust between them and their users, and they consistently go the extra mile to delight their customers. SpotifyCares is a multi-channel customer support account.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Nicereply

NOVEMBER 21, 2019

by Gabriel Holota, who works there as a Customer Support Manager. We stumbled upon it when talking with Gabriel and thought it might be of interest to the rest of our readers and customers. Since 2012 we have started receiving ratings from our customers. Sure, you hope to get 10 out of 10. Not so fruitful years.

Gamification 75

Gamification Surveys Feedback Customer Support 75

ProProfs Blog

SEPTEMBER 27, 2019

The average time spent on social media in 2018 was 144 minutes, which is more than a 60% increase from 2012. . Josh Martin , the person responsible for handling Arby’s social media goes on to say that, “The impact of that one Tweet is mind-blowing. It is the age of social media. At around 2.89

Advertising 79

Advertising Surveys Feedback B2B 79

aircall

AUGUST 18, 2017

Founded in 2012, Mention rapidly acquired over 650,000 customers. An inbound sales team t o onboard new users, manage existing accounts, and foster customer success. A customer support team t o provide troubleshooting product knowledge and field inbound support inquiries. A Measurable Difference.

Sales 59

Sales Outbound sales Inbound sales voip 59

Stratifyd

JUNE 6, 2019

Their incredibly short attention spans and “see now, buy now” mentalities make them crave immediacy and demand a highly personalized CX. Gen Zers are digital masterminds, as they’ve never lived without Google, Apple, Facebook, or Amazon. The Future of Payments.

Banking 40

Banking Morale Feedback Contact Center 40

Taylor Reach Group

JUNE 11, 2018

Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. 89% of customers get frustrated because they need to repeat their issues to multiple representatives. Forrester).

Contact Center 50

Contact Center Self service Scripts Call Center 50

ProProfs Blog

MAY 6, 2020

The reason why customer interaction data is pivotal for companies is that they get to learn where their business needs to improve, what services need upgrading, and how they can improve existing work processes that ultimately help them to build good customer experience. Mobile Customer Experience Statistics.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Callminer

AUGUST 1, 2017

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. For North American call centers that have in-house sales/customer support personnel, often times there are multiple players of management. If a QA person is responsible for delivering coaching/feedback, it can be time-consuming. Increasing context.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Nicereply

APRIL 16, 2020

Nobody was exempt from making sweeping changes to how they processed, shared, and purchased customer data. And as GDPR made international headlines, customers became acutely aware of how companies could (and had) used their personal data for business matters. Responding to Customers That Don’t Want to Sign Your Terms of Service.

Feedback 52

Feedback Accountability Technology Personalization 52

SmartKarrot

FEBRUARY 3, 2022

It provides a variety of loans, including property-backed loans, personal loans, vehicle-backed loans, payroll loans, and salary advances. Founded in: 2012. Founded in: 2012. Hi Platform is the leading customer relationship management platform in Brazil. It enables businesses to form stronger bonds with their customers.

SaaS 10

SaaS Real estate Construction Transportation 10

Help Scout

NOVEMBER 28, 2018

Most customers — 75% to be exact — prefer to chat with someone online and in real-time for answers, rather than pick up the phone to call for help. From 2012 to 2016, the number of consumers using live chat increased by 50%. Customers value their time and expect you to value it too. It’s fast, efficient and convenient.

Customer Service 40

Customer Service Wait times Self service Best practices 40

Comm100

NOVEMBER 8, 2018

Well, what sets live chat apart from traditional support channels is the ability to engage customers in real-time, perfect for those telephone-phobic customers who want instant resolutions without needing to call. That’s why live chat, when implemented well, is a win-win for businesses, agents, and customers alike.

Chatbots 51

Chatbots Banking Customer centricity Accountability 51

Amity

AUGUST 5, 2016

At Achievers, there are two main components to our CS team – the CSMs and our Customer Support Services team. Our CSMs, who each report to a CS Manager or Director, differ in the types of customers they manage. Since 2011, we’ve formalized our scaling efforts by implementing a customer support services team.

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

CSM Magazine

JUNE 12, 2020

A business ecosystem is a set of value-creating relationships among its members and can include customers, suppliers, employees, financiers, communities, and managers. Stakeholders—internal or external persons, companies, or social groups—have a vital interest in a company’s actions, policies, and objectives. Impact of Globalization.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Your customers want to help themselves. ” Source – Gartner.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

RichCall

SEPTEMBER 13, 2017

personalization. connected customer journeys with 9 channels in most contact centers. According to Teresa, contact centers will need to: move beyond supporting all channels (omnichannel) seamlessly to becoming a hub of customer interactions for the enterprise. In fact this number increased from 67% in 2012 to 84% in 2015.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team.

Coaching 0

Coaching Engineering Upselling Marketing 0

Comm100

SEPTEMBER 7, 2017

Tell me about your previous work experience in customer service. Yes, you could probably find this information on your candidate’s resume—but it’s most valuable to hear from them in person. How this question is answered will depend entirely on the person. I’m a compassionate person.

Average Handle Time 46

Average Handle Time Customer Service Feedback Call Center 46

SmartKarrot

FEBRUARY 16, 2022

Enhancements in CX can reduce customer attrition by 10 to 15%, raise offer win rates by 20 to 40%, and reduce customer service costs by up to 50%. 80% of B2B buyers expect a purchase experience similar to that of B2C customers. B2B businesses that customize their e-commerce experiences outsell their competition by 30%.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

Talkdesk

NOVEMBER 13, 2017

The billion dollar startup, founded in 2012, has cornered the indoor fitness market, combining cutting-edge bike technology with world-class trainers, equipment and analytics to make world-class fitness classes available at home. Wine customers are a particular bunch. Check out the full video on Salesforce Live. #4:

Contact Center 4

Contact Center Sales Analytics Coaching 4