Benchmark Customer Care Magazine Surveys 
CSM Magazine
NOVEMBER 29, 2022
Nowadays, an online store can no longer avoid offering customer service during evenings and weekends.” 43% of the ecommerce shops visited during this survey, offer chat as a contact channel on their website. Of the web shops in this benchmark, 32% responded within one hour and 66% of the companies responded within one day.
CSM Magazine
JUNE 27, 2022
We commissioned a survey of 1,000 household energy and water bill payers which asked them about the service they expect from suppliers. Based on the results, here are five key things they care about aside from the price they pay for their utilities. Complaint handling is a critical area that can be a trigger for customer defections.
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Fonolo
APRIL 24, 2018
For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. See also Survey Data Shows Call-Back Popularity Growing. Our favorite chart: Customer Service Index Report. Compare, for example with State of Customer Care report we covered here.
Fonolo
APRIL 24, 2018
For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. See also Survey Data Shows Call-Back Popularity Growing. Our favorite chart: Customer Service Index Report. Compare, for example with State of Customer Care report we covered here.
JivoChat
MARCH 25, 2021
By replacing a chunk of the phone support you’d otherwise provide, live chat cuts down on customer care costs, increasing businesses’ revenue per hour while lowering cost per transaction. Plus, because reps can talk to multiple customers at the same time, it boosts their productivity as well. Aberdeen Group ). Forrester ).
JivoChat
MARCH 25, 2021
By replacing a chunk of the phone support you’d otherwise provide, live chat cuts down on customer care costs, increasing businesses’ revenue per hour while lowering cost per transaction. Plus, because reps can talk to multiple customers at the same time, it boosts their productivity as well. Aberdeen Group ). Forrester ).
Netomi
JANUARY 5, 2022
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
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