5 Important Statistics for Multi-Channel Customer Service

Call Center

5 Important Statistics for Multi-Channel Customer ServiceThe idea of multi-channel customer service is to provide consumers with a choice of how they interact with your organization. Whether it be a simple communication, a complex inquiry, or even a complaint, customers should have a choice in which communication channel suits them best. Gone are the days when multi-channel was nice to have; today’s consumer now expects these options to be available, without it compromising the customer experience. Organizations that are meeting and exceeding customer expectations are most definitely reaping the benefits.

Here are 5 important statistics that make the argument for using multi-channel in your service organization.

    • By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Source: Gartner)

 

    • 63% of online consumers said they were more likely to return to a website that offers live chat. (Source: Forrester)

 

    • 75% of consumers think companies should make answers to all their common questions available via smartphones. (Source: Synthetix)

 

    • Tablet sales are predicted to overtake PC sales permanently by 2017. (Source: Gartner)

 

    • 70% of businesses are anticipated to use social media as part of their customer service programs by mid-2014. (Source: Aberdeen Group)

 

Fonolo Resource cover image

10 Customer Service Statistics You Need to Know

Better service and improved experiences will lead to greater customer loyalty. Learn more with these top customer statistics.

Download Now