contact center strategy 2018

Contact Center and Customer Service Statistics to Inspire Your 2018 Strategy

Customer service expectations are on the rise. The Millennial generation is redefining the ideal customer experience by pushing companies to offer support on social media, text, email and live chat. Baby Boomers, influenced by the ever-connected Millennial, are more immersed in technology and their desire to connect with brands digitally is also increasing. The rapid evolution of the modern consumer means one thing – you can’t afford to sit frozen in time while your competitors race towards a digital future.

Ready to Rev Up Your Customer Service in 2018? Look no further than these 20 contact center and customer service statistics for a little direction and a lot of inspiration.

76% of consumers feel that offering a callback or “virtual hold” as an alternative to waiting in queue is “Very or Somewhat Important.” Offering this feature can show customers recognition that their time is being respected. [source]

When issues are resolved in the first 5 minutes on first contact, customers are highly satisfaction rate of 90 (on a 100 pt scale). If resolved in six to ten minutes, the satisfaction rating drops seven points to 83, and continues dropping steadily as additional time passes. Aiming to not only resolve calls on first contact, but also quickly will help stem the tide of declining satisfaction. [source]

72% of customers expect a support agent to know their contact information & service history without being asked. [source]

33% of consumers in the US prefer to engage with a brand or organization through live chat. – [source]

US Consumers report that being passed between agents is the most frustrating aspect of a customer service experience. – [source]

60.5% of contact centers plan to more their technology to the cloud, while only 23.1% plan to retain on-site solutions. [source]

90% of all consumers expect a brand or organization to offer a self-service support portal or frequently asked questions (FAQ) page where customers can find the information they need online. A majority say they have a more favorable view of a brand or organization that offers a mobile responsive support portal. [source]

From 2015 and 2016, contact centers supporting live chat grew by 33.8%. Social media offerings are up 21.3% in the same period, as are mobile application capabilities: up 60.6%. [source]

By year-end 2018, 25% of customer service and support operations will integrate virtual customer assistant (VCA) technology across all engagement channels. [source]

Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%. – [source]

57% of consumers say it’s absolutely critical or very important for companies they purchase from to be innovative [source]

70% of consumers say that their loyalty to a brand is influenced by their ability to get customer service at any time, everyday. [source]

86% of consumers say it’s absolutely critical or very important for customer service agents to know their service history so they don’t have to spend time explaining it to them. [source]

65% of consumers are likely to switch brands if they don’t receive a consistent experience wherever they engage them 6. [source]

When dealing with customer service, 83% of business buyers say it’s absolutely critical or very important to be immediately routed to the agent who is most knowledgable about their company’s issue. [source]

80% of business buyers agree they expect companies to respond to them in real time. [source]