Fonolo

SEPTEMBER 13, 2017

Andy N (@Mr603) August 31, 2017. I’ve been on hold with Sprint customer service for five and a half years. Eddie McSugarNutts (@EddieMcSugarnut) August 23, 2017. Stacy Anzick (@StacyAnzick) September 4, 2017. Mark Summers (@marksummers24) September 8, 2017. BetTheTurner) August 16, 2017. Virgin Media.

Contact Center 150

Contact Center Benchmark Wait times Call Center 150

Fonolo

SEPTEMBER 19, 2017

They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more. 48% of businesses are equipped to connect with customers through a message. Our favorite chart: The State of Customer Service 2017. in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Surveys 89

Fonolo

AUGUST 29, 2017

Additionally, 75% of US adults will use a smartphone in 2017, while Millennials become more willing to make purchases within apps, (nearly 50% of them are making five or more in-app purchases annually). Another fundamental way to keep customer effort down and satisfaction up is by implementing a call-back feature within your mobile app.

Customer Service 91

Customer Service Customer effort Benchmark Contact Center 91

Comm100

SEPTEMBER 6, 2022

The industry benchmark is 2 live chats per agent at a time, but experienced agents can take on up to 3. In order to keep customer satisfaction levels high and avoid response delays, we would not recommend an agent take on more than 3 active live chats at a time. Live Chat Benchmark Report 2022. How is your Agents’ Workload?

Benchmark 98

Benchmark Average Handle Time Best practices Metrics 98

Kayako

JUNE 1, 2017

But they also found customer satisfaction was severely impacted by replies from colleagues who simply didn’t have the required customer service skills. All Hands Support assumes that customer support is such an easy job that anyone in the company can do it well. All hands support is just not the answer.

Customer Service 93

Customer Service Engineering Feedback Benchmark 93

ProProfs Blog

DECEMBER 23, 2019

The Edison Research found that Facebook today has an estimated 15 million fewer users in the US in comparison to 2017. By mapping your customer journey , you can actually put yourself in the customer’s shoes and replicate their experience with your brand. The outcome of this exercise is vital.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

ProProfs Blog

FEBRUARY 1, 2019

Use social media platforms as a guide to learn how the customer speak about your product. Identify the words they associate with your product when discussing them and use this to create a customer-centric benchmark of value and quality among other factors. Use Social Media to Cast A Wider Net.

Surveys 84

Surveys Benchmark Advertising Customer centricity 84

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As virtual and physical worlds collide, customer information is becoming more valuable – and increasingly insecure. Check out our annual benchmark report.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.

Surveys 97

Surveys Feedback Analytics Benchmark 97

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . For example, if you email a service agent today and then call support the next day you’ll have to start a new conversation with the agent.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

Nicereply

DECEMBER 22, 2020

Go the extra mile for your customers during this busy time, and a more positive CSAT score will be your well-deserved reward. CSAT score is one of the main ways that customer support teams can measure their success. Your customers have chosen you over all the others so they expect to be rewarded. Benchmark metrics.

Wait times 59

Wait times Morale Consulting Consulting 59

Comm100

MARCH 1, 2018

Deloitte’s 2017 Global Contact Center Survey identified that contacts by phone are expected to fall from 64% in 2017 to 47% in 2019. The telephone often isn’t the most convenient channel of choice for customers any more. For some customers, especially millennials, they detest being forced to use the phone. Download Now.

Benchmark 60

Benchmark Contact Center Interactive Voice Response Customer Service 60

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Mobile Customer Support. more than 91% of adults own a cell phone.

Customer Experience 61

Customer Experience Benchmark Self service Customer Care 61

ProProfs Blog

JANUARY 31, 2020

Walmart ’s customer support was questioned when a customer pointed out a discrepancy in online and in-store product pricing. The customer- and he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” . Customer support is the gateway to business growth and development.

Customer Service 78

Customer Service Customer Support Surveys Feedback 78

Netomi

SEPTEMBER 10, 2022

AI customer service is transforming how companies support the people who support them – working alongside human agents to provide quick, convenient, and personal support. Many companies rely on these stats to benchmark customer service. Key Statistics Covering How Customer Service Is The New Marketing.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

LiveChat

SEPTEMBER 21, 2018

In 2017 , customers spent $108 billion online during the holiday season, 14.7 Reports tell you how many chats you have had last year and how high the customer satisfaction was. Thanks to that, you’ll be able to tell how many agents you’ll need this year to deliver amazing customer support and keep customer happiness high.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

Call Experts

FEBRUARY 13, 2019

A: I have been employed with Call Experts since September 5, 2017. Customer Support and Call Center Conferences 2018. Customer Service benchmarks show the importance of a great procedure! Q: What is your name? A: Anthony Vargas. Q: What is your title? A: Programmer. Q: How long have you worked with CE?

outsourcing 40

outsourcing Call Center Answering services Contact Center 40

Taylor Reach Group

JUNE 11, 2018

Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017 (Deloitte). Frustrations in the Voice Channel: .

Contact Center 50

Contact Center Self service Scripts Call Center 50

Netomi

JANUARY 5, 2022

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Flavio Martins.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Creative Virtual

DECEMBER 11, 2019

We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award !

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Which Factors Should I Consider When Deciding on a Customer Engagement Tool. Zendesk offers a range of products to help companies improve their customer relationships. It’s a mission that has earned them millions of loyal customers and fans across industries.

CRM 58

CRM Enterprise SaaS Marketing 58

Fonolo

NOVEMBER 17, 2020

According to this Customer Experience Executive Report , customers place a premium on great experiences, and 63% of them would pay more for a better experience. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Call Center Trends 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JANUARY 4, 2022

Increasing customer retention by just 2% has a similar impact as decreasing costs by 10%. 5 Popular Customer Service Benchmarks. Companies that prioritize providing a great experience saw a 10-15% increase in revenue and a 20% increase in customer satisfaction. The State of Customer Service in Statistics.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

aircall

JUNE 28, 2022

If we look at the famous Bessemer benchmark “From $1M to $100M” ; it took us exactly six years from $1M ARR to $100M like Wix, Zapier and a few others did! . It goes too fast, and we can’t keep up on hiring, customer support, or tech. After 2017’s New Year’s Eve, Aircall wakes up at war. That’s what 2017 taught us.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

ProProfs Blog

DECEMBER 12, 2019

Providing exceptional customer support is crucial, no matter which platform you use. Whether you send a text to a support agent or call them up on their toll-free number, it is essential to ensure that you offer delightful customer service. Instant customer support is essential for customers in today’s time.

Customer retention 132

Customer retention Surveys B2B Marketing 132

AWS Machine Learning

APRIL 7, 2025

These models can understand and respond to a wide range of customer queries, help with troubleshooting, and even process transactions, significantly reducing the workload on human customer support agents. - **Personalization**: By analyzing customer data, LLMs can help businesses personalize their communications and offerings.

Engineering 118

Engineering Marketing Personalization Metrics 118

BlueOcean

MARCH 13, 2025

Blue Ocean, a world-leader in customer care solutions, has been awarded a Bronze Stevie Award in the “Achievement in Customer Experience” category at the 19th annual Stevie Awards for Sales & Customer Service.

Customer Experience 62

Customer Experience Benchmark Customer Care Sales 62