90% of customers prefer companies with personalized customer service options
CX Trends Report
Contact Center Solutions
Quality customer service influences revenue for most companies. Most customers will spend more money with companies they feel care about the CX. Repeat business increases when customers can reach a person who can assist them in a timely fashion. Businesses must drive better customer experiences adn work harder at establishing working relationships with their clientele if they expect to succeed in today’s competitive marketplace.
Author: CX Trends Report
More Related Stats
Contact Center Solutions
When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase.
80% of calls answered within 20 seconds represent the global metric for service level in a call center, while the average speed to answer is around 28 seconds.
Acquiring new customers costs 5-10 times more than selling to existing ones.
The 2020 Fortune Business Insights Report predicts the global cloud market to grow from $76.43 billion in 2021 to $390.33 billion in 2028.
67% of the companies have shown tremendous growth and business potential by collecting customer feedback. Excellent customer service feedback plays a crucial role in elevating any call center’s brand value.
88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic.
Live chat increases conversion rates by nearly 4%
53% of consumers say they must repeat their reason for calling to multiple agents
Reducing operating costs and/or boosting productivity is the #1 the top priority for contact center leaders
44% of customers get annoyed, irritated, or angry when on hold for 5-15 minutes
More 2022 Stats
43% of support teams are now prioritizing increasing workflow efficiency
72% of consumers say relevant content delivered at the right time and place boosts their trust.
32% of respondents say their organizations are failing to properly distribute data-driven customer insights throughout the organization.
60% of executives don’t feel their organization is tailoring their communications well with their current tools.
56% of survey respondents are encouraging greater cross-functional team collaboration over the next 18 months with the explicit aim of improving customer engagement.
88% of businesses say customer engagment is critical to their bottom line.
93% of customers are more likely to remain loyal to companies with excellent support.
44% of businesses say that siloed efforts with no collaboration are one of the biggest impediments to successful customer engagement.
Recent data reveals that 90% of companies report that they are planning to deploy AI by 2022.
95% of customers choose a business that offers help through all the stages of the purchase.