Texting has been around for over 20 years, but it’s only now just hitting its stride when it comes to business. Formerly just a way to send silly photos and emoticons (and to some extent, it still is), text messaging is now being viewed as a powerful way for businesses to connect with their customers.
For example, it’s widespread, affordable, real-time and flexible. It’s also brief, preferred, and can be used in any industry to satisfy customers.
What’s not to like?
Continue reading 45 Texting Statistics That Prove Businesses Need to Take SMS Seriously
Customer service stories often surface in a negative light—a service wasn’t cancelled, no one responded to a problem, or a company didn’t deliver on its promise. In fact, nearly one-third of consumers think that businesses are paying less attention to providing great customer service.
And unfortunately, the customer is always right about this. While over 80% of companies boast that they provide “superior” customer service, only 8% of customers actually agree with them.
What’s a company to do?
Continue reading 25 Statistics on the Power of Positive Customer Service
Have you ever reached out to customer service on one channel, gotten frustrated because things are going nowhere, and switched to another channel? Then, are you increasingly exasperated when you find out you have to start your conversation over?
Yeah, so are we.
Luckily, this type of customer experience can be avoided by companies that take an omnichannel approach. Despite its association with marketing and retail, omnichannel can be applied to customer service as well. Omnichannel service means bringing various channels together in a more integrated and consistent way, drawing on past interactions and customer data to create a seamless service experience. In fact, over 90% of customers expect this kind of experience from companies.
Continue reading 10 Omnichannel Statistics You Need to Know
Today’s self-service is becoming more and more prevalent, spreading across channels from web to voice to text to social. It’s a powerful, flexible form of service that more customers are using and businesses are adopting. In fact, over 50% of businesses today are using self-service, and 64% plan to invest in and extend it to other channels (texting, anyone?)
Continue reading 10 Striking Statistics on Self-Service Today