The 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.
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- By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Source: Gartner)
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- 63% of online consumers said they were more likely to return to a website that offers live chat. (Source: Forrester)
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- 75% of consumers think companies should make answers to all their common questions available via smartphones. (Source: Synthetix)
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- Tablet sales are predicted to overtake PC sales permanently by 2017. (Source: Gartner)
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- 70% of businesses are anticipated to use social media as part of their customer service programs by mid-2014. (Source: Aberdeen Group)
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.