The Evolution of Customer Service

74% of consumers now use at least

three channels when interacting

with an enterprise brand or

organization for customer-related

issues

of consumers initiated a purchase over the phone in the last year, but

of those consumer initiated phone orders were placed on hold

(On Hold Messaging Association)

Phone SupportPre 1995

Hold the Phone

45%70%

Email Support 1996-2000

Number of worldwide email accounts is expected to increase from over 3.9 billion

accounts in 2013 to over 4.9 billion by year-end 2017

(Radicati Group)

Growing Conversation

Web Self-Service2001-2004

of consumers cited lack of online information about

products or services as their reason for abandoning a website

(LivePerson)

At a Loss for Words

56%

Web Channels2005-2007

Time to Chat

Satisfaction rates for chat are only superseded by those for voice (63%

rating for chat, 69% for voice)(LivePerson)

Mobile 2008-2009 Got An App for That ?

of consumers have a more positive view of a company if it provides a mobile customer service app

(Nuance)

72%

Social Customer Service 2010 +

71% of consumers who experience a quick and effective brand response on

social media are likely to recommend that brand to others

(NM Incite)

Voices Carry

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