Customer Service Trends
Just when you think the world of customer service has hit its limit of new terms and acronyms, a new one manages to emerge. And lately, it’s been “Customer Service as a Service” (CSaaS). This modern approach to managing customer interactions has gained attention for its innovative, pay-as-you-go, outsourced solution model. But with its rise…
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Customers that use more than one channel to shop are shaping up to be the most valuable kind to target. For one, those that use multiple channels have a 30% higher customer lifetime value than those who use just the one.1 But asking yourself what channels you should be using is only the tip of…
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Great customer service (CS) is a given for any successful business. 70% of shoppers have made their buying decisions based on the quality of a company’s CS. 81% also report that a positive CS experience increases their chances of making another purchase from the same store.1 Delivering effective CS is never more important than during…
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Black Friday is one of the biggest eCommerce calendar events of the year. Approximately 76% of consumers planned to shop during the Black Friday weekend (BFCM) in 2022, a number that is only projected to increase in 2023.1 As global economic uncertainties persist and 69% of consumers alter their non-essential spending habits to look for…
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97% of consumers and 98% of contact centre managers say customer service interactions impact whether consumers stay loyal to a brand.1 But despite the importance of high-quality customer service, the national customer satisfaction index fell to 76.6/100 in July 2023 — its lowest score since 2015.2 To improve customer satisfaction and boost acquisition, conversion, and…
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The face of customer service has changed significantly over the last decade. This is driven largely by developments in customer service (CS) technology, however, there have also been changes in working models and attitudes too. The only thing that has remained consistent in customer service is its central mission: to make the customer’s experience with…
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Customer service and how businesses can improve their delivery of it needs to be brought into the spotlight. Businesses have long been (and always will be) defined by their customer service, whether they like it or not. Especially when 61% of customers surveyed would change brands after just one bad customer service experience. But 93%…
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Offering great customer service has arguably never been more important. In today’s digital age, word travels fast. A single negative review can bring significant damage to your brand reputation that’s difficult to bounce back from. And yet, poor customer service is still a struggle for organisations across the UK. More organisations have seen a decline…
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Like it or not, businesses are defined by their customer service: Within customer service, there has always been the need to balance cost, quality, delivery and flexibility, and in a post-pandemic world, this is more true than ever But technology and new solutions are providing ways to optimise along multiple parameters at once. But which…
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