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2017 State of Global Customer Service Report

Cover

Customers expect more from brands when it comes to convenience, resolution times and agent expertise. In a global survey, 96% of respondents say customer service is important in their choice of loyalty to a brand.

Innovations in digital technology lead to soaring customer expectations. But when your business meets those expectations, customer retention and loyalty is more likely.

In this report, explore how CX expectations vary by age group and region, and take note of these results about customer expectations:

  • 72% of customers expect agents to already know who they are
  • 68% of customers prefer brands that proactively offer customer service notifications
  • 74% of millennials say social media responsiveness improves their perception of a brand
Vendor:
Microsoft
Posted:
15 Jan 2018
Published:
15 Jan 2018
Format:
PDF
Length:
32 Page(s)
Type:
Research Content
Language:
English

This resource is no longer available.