5 Multi-Channel Statistics You Can’t Ignore

5 Multi-Channel Statistics You Can’t IgnoreDelivering high quality customer service over multiple channels may not be easy, but it is expected. Today’s consumer uses a variety of channels and touch-points to interact with your organization and they expect the same level of service regardless of the channel they use. The experience that a customer has with you over the voice channel should be the same if they were chatting with you, sending you an email or tweeting at you.

To highlight the importance of a multi-channel customer service strategy, we’ve compiled 5 of the most important statistics that you simply can’t ignore.

  1. 63% of online consumers said they were more likely to return to a website that offers live chat. (Source: Forrester)
  2. 70% of businesses are anticipated to use social media as part of their customer service programs by mid-2014. (Source: Aberdeen Group)
  3. Companies delivering customer support through social media achieve superior gains – 7.5% vs. 2.9%. (Source: Aberdeen Group)
  4. Failure to respond via social channels can lead to a 15% increase in the churn rate for existing customers. (Source: Gartner)
  5. By 2020, the customer will manage 85% of their relationship with an enterprise without interacting with a human. (Source: Gartner)

Find out more about multi-channel customer service on today’s Google Hangout!

Video: Top 3 Questions About Multi-Channel Customer Service

We talk about:

  • What’s the right balance of resources between channels?Watch Now
  • How do you adapt to the preferences of the next generation of consumers?
  • How do you maintain a consistent experience across multiple channels?

Who should watch:

  • VP’s & Directors of Customer Service
  • VP’s & Directors of Contact Centers
  • VP’s & Directors of Web/Social Media

The Panelists:

Ian Jacobs Ian JacobsForrester

Senior Analyst at Forrester Research

Twitter: @iangjacobs



Keith DawsonKeith DawsonOvum

Principal Analyst, Customer Interaction, Ovum

Twitter: @keithdawson



Art RosenbergArt RosenbergThe Unified-View

Principal Analyst at The Unified-View

Twitter: @artrosenberg



Jon ArnoldJon ArnoldJ Arnold & Associates

Independent Industry Analyst,
J Arnold & Associates

Twitter: @arnoldjon



Shai Berger Fonolo

Shai Berger

President, Fonolo

Twitter: @shaiberger