In today's fast-paced era, where customers can effortlessly switch between sellers, outstanding customer service is essential to building a successful business.
75%
Consumers who prefer an authentic human voice
Khoros
Modern customers have raised their expectations for how they are treated—demanding immediate responses, convenience, and personalised interactions. If their time is wasted, or if they encounter poor treatment, they are quick to take their business elsewhere or share their grievances on social media platforms. By prioritising the customer experience, businesses can foster loyalty, build brand advocacy, and thrive in a highly competitive market
79%
Companies who report live chat has had a positive impact on customer loyalty, sales, and revenue
Kayako
75%
Customers who are willing to spend more with businesses that give them a good customer experience
Zendesk
47%
Customers who switch brands after receiving bad customer service
FinancesOnline
The opportunity for companies to flourish lies in delivering truly excellent customer service, like never before
76%
Customers who expect personalisation
Zendesk
64%
Customers who agree phone and chat are the easiest channel to commuicate on
The Northridge Group, 2020
The more your customer service agents know about your products or services, the more confident they'll feel talking about them.
38%
Consumers who will more likely buy from a business that offers live chat or messaging support
Kayako, 2021
65%
People who have higher expectations for customer service today than they did three to five years ago
Netomi
77%
Consumers who think good customer service is critical to earning brand loyalty and generating business
Netomi
75%
Increase in customer retention produces more than a 25% increase in profits
Bain & Company
Willingness to help
Ability to solve my issue
Knowledge about the product or service
Top 3 qualities of a customer service agent
Business Wire