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Home Client Service

200+ Essential Customer Service Statistics For 2021

Ceci Amador by Ceci Amador
January 5, 2021
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Customer Service Quality Stats
Customer Service Financial Statistics
Cost of Bad Customer Service
Customer Experience Stats
Communication Channel Stats
Live Chat Support Statistics
Stats on Tech and A.I. in Business

Business success is driven by much more than just product/service and pricing. In fact, consumer research over the past few years has found that consumers are increasingly choosing companies they do business with based on the company’s customer service and experience, as well as its corporate social responsibility agenda. 

This means successful transactions today are fully customer-driven, which is why customer service and experience have become a priority for businesses across industries. 

But why take our word for it?


Related: Answering Services for Small Businesses


We’ve compiled 200 customer service facts and figures so that you can see for yourself why customer service is now more important than ever and that exceptional customer service can lead to more leads, sales, loyal customers, and revenue.


Customer Service Statistics: Key Facts and Figures for 2020

The Value of Great Customer Service

Statistics Supporting Great Customer Service

1

The global customer experience management market size was valued at USD 6.5 billion in 2019 and is expected to register a CAGR of 17.7% from 2020 to 2027.

Grandview Research

2

Customer experience management helps organizations to strengthen their brand presence, improve consumer loyalty, reduce customer churn, and in turn boost business revenue.

Grandview Research

3

Customers say they are more likely to try additional services or products from brands that provide superior customer experience.

PwC

4

Seven in 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.

Amex

5

US consumers say they’re willing to spend 17 percent more to do business with companies that deliver excellent service.

Amex

6

94%  of consumers who give a company a “very good” CX rating are likely to purchase more products or services from that company in the future.

Qualtrics

7

About three-quarters of consumers who give a company a “very good” CX rating are likely to forgive a company for a bad experience.

Qualtrics

8

Nearly 90% of consumers who give a company a “very good” CX rating are likely to trust a company to take care of their needs.

Qualtrics

9

There is a 38-percentage-point difference in likelihood to recommend between consumers rating a company’s CX as “good” versus those rating a company’s CX as “poor.”

Qualtrics

10

CX drives over two-thirds of customer loyalty, outperforming brand and price combined.

Gartner

11

The companies leading in customer experience are more successful than their peers. They are three times more likely to have significantly exceeded their 2019 business goals

Adobe

12

52% of customers report going out of their way to buy from their favorite brands

ZenDesk

13

3 in 4 consumers buy more from companies that make it easier to do business with them.

BT, Cisco

14

95% of respondents cite customer service as important in their choice of and loyalty to a brand.

Microsoft

15

70% of consumers have a more favorable view of brands that offer or contact them with proactive customer service notifications.

Microsoft

16

90% of customers have a more favorable view of brands that give them the opportunity to provide feedback.

Microsoft

17

It costs businesses 6-7x more to attract a new customer than to retain an existing one.

HubSpot

18

Consumers report a 25 to 30 percent increase in loyalty with the introduction of modern engagement capabilities.

Oracle

19

76% of consumers agree that they will use a company that gets them to the appropriate individual with a minimal number of menu selections.

Oracle

20

68% of consumers say they would buy more from brands that put the service back in customer service.

Oracle

21

86% of consumers are willing to pay more for a great experience.

Vonage

22

By the end of 2020, customer experience will overtake price and product to become the key brand differentiator.

Vonage

23

Superior customer experience has been found to drive stronger bottom lines and stock prices.

Vonage

24

Customers with good service interactions reported that they were not only less likely to show disloyalty toward the company, but more likely to advocate, renew and spend more.

Gartner

25

Good customer service interactions increased customers’ confidence in their original purchase decision or helped them achieve more with the product/service.

Gartner

26

After experiencing value-enhancing customer service interactions, there is an 82% probability that the customer would stay even when presented an opportunity to switch.

Gartner

27

97% of customers are more likely to share positive word of mouth after they receive value during a service interaction.

Gartner

28

79% of consumers say customer service is extremely important when deciding where to shop.

Kustomer

29

59% of consumers are willing to pay a premium for a brand or provider known to have outstanding customer service, with most consumers reporting they are willing to pay 5-10% more.

Kustomer

30

Good customer service was ranked as the number one attribute when choosing where to do business, even above price, for those aged 18-24.

Kustomer

31

Even with the disruption of a global pandemic, consumers prefer doing business with companies that can make and maintain positive connections – 38% of consumers are ready to pay more for a product or service if it means receiving a superior customer experience.

Sitel

32

65% of consumers say a positive brand experience is more influential than great advertising.

Sinch

33

62% of consumers said they were more likely to be a repeat customer of a brand if the brand responded to their questions on digital channels.

Conversocial

Financial Statistics on Great Customer Service

34

73% of all people point to customer experience as an important factor in their purchasing decisions. Yet only 49% of U.S. consumers say companies provide a good customer experience today.

PwC

35

43% of all consumers would pay more for greater convenience.

PwC

36

42% would pay more for a friendly, welcoming experience.

PwC

37

Among U.S. customers, 65% find a positive experience with a brand to be more influential than great advertising.

PwC

38

54% of U.S. consumers say customer experience at most companies needs improvement.

PwC

39

31% of teams think their company considers customer service as an expense, not an opportunity for growth.

HubSpot

40

Only 32% of companies are using customer relationship management (CRM) software to manage customer data.

HubSpot

41

Over 70% of CX leaders struggle to design projects that increase customer loyalty and achieve results.

Gartner

42

63% of business leaders believe that to build customer loyalty, their CX teams must be primarily focused on creating new and innovative experiences for their customers.

Gartner

43

90% of consumers regard resolution as their most important customer service issue.

KPMG

44

Compared with two years ago, four in 10 consumers find themselves evaluating or considering other providers more often.

Accenture

45

Of the consumers who switched to another provider due to poor service, more than 80% said they could have been retained.

Accenture

46

Only 14 percent of consumers overall strongly agree that companies are effectively providing a positive customer experience through convergence between new digital, mobile and social channel interactions and more traditional ones.

Accenture

47

The percentage of consumers saying their biggest frustrations with providers—failure to deliver on their promises, inefficient and slow customer service, and lack of interaction convenience—have remained consistent in the past few years.

Accenture

48

When it comes to customer service’s impact on loyalty, service matters most to younger customers.

ZenDesk

49

Less than 30% of companies offer self-service, live chat, social messaging, in-app messaging, bots or peer-to-peer communities.

ZenDesk

50

Companies offering omnichannel support resolve tickets more than three times faster, and their customers spend 75% less time waiting for agents to respond.

ZenDesk

51

Just one in five people rate their digital experience of large multinational organisations as excellent.

BT, Cisco

52

82% say it would be good if organisations used AI to monitor the condition of products and services.

BT, Cisco

53

59% of consumers say they have higher expectations for customer service now than you had a year ago.

Microsoft

54

47 percent of consumers rate humanizing the customer experience the most important benefit in modern engagement capabilities.

Oracle

55

Our research suggests only about 15% of customer interactions currently produce value enhancement but many more could.

Gartner

56

The greatest chance to enhance the value the customer perceives is during inquiry calls. The lowest likelihood of success is during complaint calls.

Gartner

57

The number of CX (customer experience) executives will grow by 25%.

Forrester

58

Customer service is the most important driver-category of customer experience quality across most industries and markets.

Forrester

59

Eighty-two percent of decision-makers say their company’s customer service must transform in order to stay competitive.

Salesforce

60

Nearly seven in 10 decision-makers say executives allocate the budget needed to modernize customer service operations. What’s more, the majority of service teams expect budget increases next year.

Salesforce

61

Seventy-eight percent of service professionals say their company views agents as customer advocates, and 75% view them as brand ambassadors.

Salesforce

62

85% of service decision-makers view investment in agents as a vital part of service transformation.

Salesforce

63

Fifty-six percent of agents say they must toggle between multiple screens to find all the information they need to do their job

Salesforce

64

Live service is 80x more expensive than a self-service interaction.

Gartner

65

Seventy-three percent of customers say one extraordinary experience raises their expectations of other companies.

Salesforce

66

Fifty-four percent of customers say it’s harder than ever for companies to earn their trust.

Salesforce

67

Eighty-nine percent of customers are more loyal to companies they trust, and 65% have stopped buying from companies that did something they consider distrustful.

Salesforce

68

54% of customers say companies need to transform how they engage with them.

Salesforce

69

Over 95% of organizations have adopted a journey-based approach to CX and eight-in-ten respondents say a journey-based strategy is critical to the overall success of their business.

Pointillist

70

40%of CX leaders agree that quantifying the ROI of customer experience is the #1 overall CX challenge today.

Pointillist

71

48%of enterprise CX leaders agree that lacking a single view of the customer and customer journey is the #1 challenge for effectively measuring customer experience.

Pointillist

72

The majority of CX organizations (95%) collect customer feedback data. For customer experience professionals, three of the top five high-priority KPIs are NPS® (62.7%), CSAT (54.2%) and CES (30.9%).

Pointillist

73

61 percent of consumers report that brands aren’t using their personal information intelligently or thoughtfully to predict their needs.

Acquia

74

78 percent of consumers report they are more inclined to be loyal to brands that understand them and what they are looking to achieve through interactions with a company.

Acquia

75

54% of consumers report  that they don’t consider themselves loyal to any particular brand.

Acquia

76

76 percent of global consumers are more likely to be loyal to a brand that understands them on a personal level.

Acquia

77

6% stated that good digital customer service is “very important” when it comes to affecting their brand loyalty.

Conversocial

78

Over two thirds (74%) of respondents reported it took “some effort” when resolving issues on digital channels—with 9% stating it took “too much effort.”

Conversocial

The Cost of Bad Customer Service

Stats on the Real Costs of Bad Customer Service

79

Even if people love your company or product, in the U.S. 59% will walk away after several bad experiences, 17% after just one bad experience.

PwC

80

32% of all customers would stop doing business with a brand they loved after one bad experience.

PwC

81

64% of U.S. consumers and 59% of all consumers feel companies have lost touch with the human element of customer experience.

PwC

82

60% of all consumers said they’d stop doing business with a brand if the service they received was not friendly.

PwC

83

80% of consumers say they’ve stopped doing business with a company because of a poor experience.

HubSpot

84

About half of customers who encountered a poor service experience shifted a portion of their spend from existing to new providers.

Accenture

85

Poor customer experience is costing businesses more than $75 billion a year.

Vonage

86

Customer service interactions are nearly four times more likely to lead to disloyalty than loyalty.

Gartner

87

52% of customers – including 56% of consumers – say companies are generally impersonal.

Salesforce

88

52% of customers – including 56% of consumers – say companies are generally impersonal.

Salesforce

89

Forty percent of customers won’t do business with a company if they can’t use their preferred channels.

Salesforce

90

Less than a third of organizations say they are effective at engaging customers with the right experiences at the right times through their preferred channels.

Pointillist

91

81% of consumers would abandon a purchase due to bad service.

Kustomer

92

Nearly one-in-three consumers report that it was not easy contacting a business to handle their last customer service issue.

The Northridge Group

93

30% of consumers frequently speak with an agent who isn’t friendly or polite.

The Northridge Group

94

86% of consumers tell others about a bad experience.

The Northridge Group

95

Nearly half (49 percent) of consumers say brands they engage with don’t meet their expectations for a good experience.

Acquia

96

66% of consumers don’t remember when a brand experience exceeded my expectations.

Acquia

92

60% of consumers have stopped doing business with a brand due to a poor digital customer service experience.

Conversocial

What Makes a Customer Service Experience Great?

Customer Experience Statistics

98

48% of U.S. consumers point to friendly, welcoming service as uniquely defining success in an industry.

PwC

99

Nearly 80% of American consumers point to speed, convenience, knowledgeable help and friendly service as the most important elements of a positive customer experience.

PwC

100

Only 3% of U.S. consumers, for instance, want their experiences to be as automated as possible.

PwC

101

71% of Americans would rather interact with a human than a chatbot or some other automated process.

PwC

102

90% of customers rate an “immediate” response as important or very important when they have a customer service question

HubSpot

103

Two-thirds of consumers report that the most frustrating aspect of getting customer service is waiting on hold or having to explain the same information to multiple representatives.

HubSpot

105

68% of consumers said that a pleasant representative was key to their recent positive service experiences.

Amex

106

62% of consumers said that a representative’s knowledge or resourcefulness was key.

Amex

107

The most frustrating aspects of a bad customer service experience include long hold/wait times, automated systems that make it hard to reach a human agent, having to repeat my information multiple times.

ZenDesk

108

The most important aspects of a good customer service experience include: being able to resolve an issue quickly, 24/7 support, friendly support staff.

ZenDesk

109

68% of customers are annoyed when their call is transferred between departments.

ZenDesk

110

51% of respondents expect a response in under five minutes on the phone, and 28% of respondents expect the same on live chat.

ZenDesk

111

Customers want companies to keep track of their information if it leads to a better customer experience.

ZenDesk

112

76% of survey respondents expect personalization ( engagement over their preferred contact method, account type or status, recommendations based on purchase or search history).

ZenDesk

113

67% say they are often asked to repeat their account details on the same call which is irritating.

BT, Cisco

114

87% want to be informed when there is a problem with their product or service.

BT, Cisco

115

More than 75% of respondents expect customer service representatives to have visibility into previous interactions and purchases.

Microsoft

116

Nearly half of those surveyed said agents almost never or only occasionally have the context they need to most effectively and efficiently solve their issue.

Microsoft

117

Our survey participants said getting their issue resolved in a single interaction is the most important aspect of a good service experience.

Microsoft

118

79 percent want their issue to be resolved in one interaction and don’t want to be told what channel they should use.

Oracle

119

69 to 83 percent of consumers recognize value and efficiency in modern engagement capabilities.

Oracle

120

Among customer service organizations with AI, over four-fifths (81%) use it to gather preliminary case information.

Salesforce

121

Eighty-nine percent of service professionals say partnering with other departments is critical to providing great customer experiences.

Salesforce

122

84% of service professionals say a unified view of customer information is key to providing great customer experiences.

Salesforce

123

Although customers say they prefer certain channels or even a variety of channels, it is resolution, not channel choice, that is paramount to delivering a high-quality service experience.

Gartner

124

78% of customers expect to solve complex issues by speaking to one person.

Salesforce

125

56% of customers expect to find whatever they need from a company in three clicks or less.

Salesforce

126

78% of customers expect consistent interactions across departments.

Salesforce

127

72% of customers expect all company representatives to have the same information about them.

Salesforce

128

96% of consumers told us it is important being able to return to and pick up a customer support conversation where it left off.

Helpshift

129

Only 19.6% have a centralized and accessible source of customer data that provides unified customer profiles across all sources and channels.

Pointillist

130

66% of US online adults said that valuing their time is the most important thing a company can do to provide them with good online customer experience.

Forrester

131

Seventy-one percent of consumers believe their problem should be solved immediately upon contacting customer service, but 52% report that they’ve experienced hold times longer than fifteen minutes.

Kustomer

132

69% of consumers expect an organization to prioritize their problem if they are upset.

Kustomer

133

53% of consumers expect a business to know about them and personalize how they interact.

Kustomer

134

76% of consumers expect companies to proactively follow-up and reach out to them if there is a problem.

Kustomer

135

50% of consumers have been given contradictory information when contacting customer service.

Kustomer

136

43% of consumers still rank the most important aspect of good digital customer experience as getting an issue resolved in a single effortless interaction.

Conversocial

Prefered Channels for Customer Service

Customer Preferred Methods of Communication Statistics

137

17 percent of people between 18 and 24 resolve their issues with a company via social messaging apps.

ZenDesk

138

Half of customers choose a channel based on how fast they need a response.

ZenDesk

139

40 percent of customers choose a channel based on the complexity of their issue.

ZenDesk

140

69% of customers want to resolve as many issues as possible on their own.

ZenDesk

141

 Live channels (phone and chat) are almost 13 times faster than email or online forms.

ZenDesk

142

By 2022, 20% of customer service will be handled by conversational agents.

ZenDesk

143

Three in four of us called a contact centre over the last 12 months, making voice calls the most-used channel.

BT, Cisco

144

53% say agents don’t always know what’s on their website.

BT, Cisco

145

80% expect organisations to use AI and automated voice services to answer simple queries from customers.

BT, Cisco

146

Organisations need to invest in person to person (P2P) phone.

BT, Cisco

147

Customers who speak directly with an agent are 27% more satisfied than customers who first reach an IVR system.

CFI Group

148

64% of customers try solving their issue online or through a company app

CFI Group

149

Sixty-six percent of service organizations are seeing increased digital case volume.

Salesforce

150

70% of service professionals say their organization can deliver consistent customer experiences on all channels.

Salesforce

151

96% of companies say their primary focus is either adding new channels or integrating those they’ve added in the past.

Gartner

152

Although 70% of customers start their resolution journey in self-service, only 9% are wholly contained there.

Gartner

153

Most customers are using both live and self-service channels in their attempts to resolve a single issue.

Gartner

154

71% of customers expect companies to communicate with them in real-time.

Salesforce

155

Millennials and Gen Zers are the most omnichannel generations by far — citing, on average, 51% more channels as “preferred” than the silent and baby boomer generations.

Salesforce

156

55% of customers — including 68% of millennials/Gen Zers — prefer digital channels over traditional ones.

Salesforce

157

83% of respondents would make messaging their primary means of contacting customer support if they could be guaranteed an immediate response.

Helpshift

158

In 2019, 29% of people used social media to get customer service from a company,  down from 38% in 2017.

BT, Cisco

159

Most customers are using both live and sel39% use social media to read other people’s comments about brands, products and services.

BT, Cisco

160

59% of consumers have a more favorable view of brands that respond to customer service questions or complaints on social media.

Microsoft

161

The phone remains the fastest, easiest, and most preferred channel; Consumer preference for online chat is on the rise; Email is on the decline.

The Northridge Group

162

64% of consumers say they experience difficulty when trying to navigate websites.

The Northridge Group

163

Two-thirds of consumers report waiting a day or more for a resolution when using social media.

The Northridge Group

164

By gravitating toward live assisted channels, consumers are demonstrating a preference for human interaction, especially for complex issues.

The Northridge Group

165

Many consumers report they will make a second contact using a different channel if their issue is not resolved within an hour.

The Northridge Group

166

55 percent of consumers agree that brands are behind the times with how they interact with customers, both online and offline.

Acquia

167

78% of U.K. and 65% of U.S. consumers now prefer connecting with brands via digital channels to resolve issues.

Sitel

168

For 35% of all consumers (and 42% of Gen Z and millennials), being able to find an answer to a question or resolve an issue for themselves when they encounter a problem with a product or service is a crucial element of the customer experience.

Sitel

169

53% of consumers that want a self-service option want it because they believe it is faster than using any other channel and 22% are looking for a service or solution that’s always available, day or night, rather than during typical business hours.

Sitel

170

Whether the conversation is via email, chat or on the phone, 87% of consumers still feel connecting with a live customer representative is the best way of resolving a critical issue.

Sitel

171

54% of customers are less concerned that a human is involved in their digital service interaction, as long as they get a resolution.

Conversocial

172

70% of respondents have used a private messaging channel to engage with a brand, but only 39% rated their experience as positive.

Conversocial


Live chat | Chatbot

Live Chat Support Statistics

173

90% of service teams found live chat to be a successful channel for helping customers. However, only 29% of companies say they use it.

HubSpot

174

For 35% of all consumers (and 42% of 81% think human agents should check the more complicated responses of chatbots.

BT, Cisco

175

53% of consumers that want a self-Customers who use chat give higher scores for agents, have higher levels of satisfaction, show greater loyalty, and are more likely to recommend the company.

CFI Group

176

Research also revealed a 19% year-over-year drop in the number of consumers who found chatbots annoying.

Helpshift

177

The proportion of consumers for whom chat-based messaging is the preferred method of contacting customer support for complicated issues has risen by 25% in the past year.

Helpshift

178

Unhelpful responses from chatbots continue to be the second biggest annoyance, reported by 35% of consumers in 2019 (a 13% decline since last year).

Helpshift

179

53% of consumers say that chatbots improve the customer experience.

Kustomer

180

42% of consumers reported that they would be willing to buy a product or service from a chatbot.

Kustomer

181

Only 40% of companies provide online chat even though it is a basic expectation of consumers.

The Northridge Group

182

68% of consumers said chatbots were able to answer their questions more quickly than a human agent could/would.

Sinch

Technology

Stats on Tech and A.I. in Business

183

Eighty-four percent of customer service organizations using AI have seen improved prioritization of agents’ work.

Salesforce

184

68% of service professionals at organizations using AI chatbots say their teams have seen reduced call and email volume.

Salesforce

185

53% of service organizations expect to use AI chatbots – a 136% growth rate that foreshadows a big role for the technology in the near future.

Salesforce

186

Use of AI by customer service teams is projected to increase by 143% over the next 18 months.

Salesforce

187

51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI.

Salesforce

188

More than half (56%) of service organizations are investigating ways to use artificial intelligence (AI).

Salesforce

189

80% of service decision-makers say emerging technology is transforming customers’ expectations of their service organization.

Salesforce

190

The average customer now uses 10 different channels to communicate with companies.

Salesforce

191

In the near future, channels with the biggest growth will include mobile chat and video support. Over the coming 18 months, the use of voice activated personal assistants like Apple’s Siri or Amazon’s Alexa in customer service will see 152% growth.

Salesforce

192

Seventy-five percent of customers expect companies to use new technologies to create better experiences.

Salesforce

193

67% of customers say the way a company uses technology indicates how it operates in general.

Salesforce

194

74% of customers expect companies to use existing technologies in new ways to create better experiences.

Salesforce

195

62% of customers are open to the use of AI to improve their experiences — up from 59% in 2018.

Salesforce

196

23% of customer service organizations are using AI chatbots, which are often in voice form, and an additional 31% plan to within 18 months.

Salesforce

197

Issues that agents and bots worked on together resulted in the highest CSAT at 4.40, when averaged across 6 months. This is 7% higher than the average CSAT across all messaging issues, and 1% higher average CSAT than tickets that did not invoke a bot.

Helpshift

198

The focus on ease of use for digital channels will continue to drive adoption and preference.

The Northridge Group

199

75% of consumers agree that the problem with automated experiences is that they are too impersonal.

Acquia

200

When asked if they were comfortable with an entirely non-human customer service interaction, consumers were perfectly divided—50% said yes, and 50% said no.

Conversocial


Additional stats

201

Private messages replied to on messaging channels grew by 58% in 2019 compared to 2018.

Conversocial

202

23% of customer service organizations are using AI chatbots, Inbound Instagram messages shot up by 27% and WhatsApp messages skyrocketed by 21,906% in 2019.

Conversocial

203

Over half (56%) of respondents have used messaging channels for customer service or brand engagement than tickets that did not invoke a bot.

Conversocial

204

71% of customers already expect brands to offer customer support over messaging channels.

Conversocial

205

96% of respondents said a good customer experience over messaging channels was at least somewhat important to their brand loyalty.

Conversocial

206

71% of consumers would happily use a bot if it improved their customer experience.

Conversocial

207

The majority (95%) of customers still believe having a human element is important when it comes to CX delivery.

Conversocial

208

When asked if they are comfortable with an entirely non-human customer service interaction, consumers are almost perfectly divided — 48% said yes, and 52% said no.

Conversocial

209

Messaging & automation allows agents to handle 5x more conversations concurrently meaning they can provide an answer quicker.

Conversocial

210

94% of respondents feel brands should allow for customers to provide feedback on their experience.

Conversocial


Sources:

  • Pwc https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf (year, 2018)
  • HubSpot https://blog.hubspot.com/service/customer-service-stats (year, 2020)
  • HubSpot https://blog.hubspot.com/sales/live-chat-go-to-market-flaw? (year, 2018 | updated 2020)
  • Amex https://www.businesswire.com/news/home/20171215005416/en/ (year, 2017)
  • Qualtrics https://www.qualtrics.com/xm-institute/roi-of-customer-experience-2020/ (year, 2020)
  • Gartner https://emtemp.gcom.cloud/ngw/globalassets/en/marketing/documents/creating-a-high-impact-customer-experience-strategy-gartner-for-marketers-11-22-2019.pdf (year, 2019)
  • Adobe https://www.adobe.com/content/dam/www/us/en/offer/digital-trends-2020/digital-trends-2020-full-report.pdf (year, 2020)
  • KPMG https://assets.kpmg/content/dam/kpmg/xx/pdf/2020/07/customer-experience-in-the-new-reality.pdf (year, 2020)
  • Accenture https://www.accenture.com/_acnmedia/accenture/conversion-assets/dotcom/documents/global/pdf/dualpub_6/accenture-customer-2020-future-ready-reliving-past.pdfla=es-es (year, 2020)
  • ZenDesk https://d1eipm3vz40hy0.cloudfront.net/pdf/cxtrends/cx-trends-2020-full-report.pdf (year, 2020)
  • BT, Cisco https://www.globalservices.bt.com/en/insights/whitepapers/5-trends-in-customer-experience-for-2020 (2019)
  • Microsoft https://info.microsoft.com/rs/157-GQE-382/images/2018StateofGlobalCustomerServiceReport.pdf (2019)
  • CFI Group https://cdncom.cfigroup.com/wp-content/uploads/CFI-contact-center-satisfaction-index-2019.pdf (2019)
  • HubSpot https://blog.hubspot.com/service/customer-delight?_ga=2.91044890.189017126.1569010855-457193333.1556111594 (2019)
  • Oracle http://www.oracle.com/us/dm/seo100703953-ww-gb-wh-ce1-ie1a-ev-4428153.html (2019)
  • Gartner https://www.gartner.com/en/customer-service-support/insights/customer-loyalty (2020)
  • Gartner https://www.gartner.com/en/customer-service-support/insights/effortless-experience (2020) 
  • Forrester https://go.forrester.com/wp-content/uploads/2019/10/Forrester_Predictions-2020.pdf (2020)
  • Grandview https://www.grandviewresearch.com/industry-analysis/customer-experience-management-market (2020)
  • Salesforce https://www.salesforce.com/form/service-cloud/3rd-state-of-service/?d=7010M000001yv6OQAQ (2019)
  • Gartner https://www.gartner.com/en/insights/top-insights/customer-service-2020 (2019)
  • Salesforce https://c1.sfdcstatic.com/content/dam/web/en_us/www/assets/pdf/salesforce-state-of-the-connected-customer-report-2019.pdf (2019)
  • Helpshift https://go.helpshift.com/State_of_CS_Automation_Report_TY.html (2019)
  • Pointillist https://www.pointillist.com/blog/report-customer-journey-management-cx-measurement-2020/ (2020)
  • Forrester https://lmistatic.blob.core.windows.net/document-library/boldchat/pdf/en/forrester-2018-customer-service-trends.pdf (2018)
  • Kustomer https://www.digitalcommerce360.com/industry-resource/2020-research-what-modern-consumers-expect-from-the-customer-experience/#register (2020)
  • The Northridge Group https://www.northridgegroup.com/insight/state-of-customer-service-experience-2019-report/ (2019)
  • Acquia https://www.acquia.com/resources/ebooks/closing-cx-gap-customer-experience-trends-report (2019)
  • Sitel https://www.sitel.com/white-paper/covid-19-the-cx-impact/ (2020)
  • Sinch https://www.sinch.com/insights/resources/mobile-consumer-engagement-2020-2/ (2020)
  • Conversocial https://www.conversocial.com/hubfs/StateofDigitalCustomerExperienceReport2019.pdf (2019)

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Ceci Amador is based from wherever her laptop is. She enjoys traveling and visiting new flexible workspaces. If you'd like Ceci to check out your workspace, feel free to reach out to her (and send a plane ticket).

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