2016 Customer Service by the Numbers – A Year in Customer Service Statistics

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From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger in 2017. Of course, agent engagement is also top of mind for contact center managers going into 2017 as the agent experience directly impacts the customer experience. Take a look at these numbers from 2016 to see if your contact center is keeping pace with technology innovation.

Personalized, omomni-channel-iconni-channel experiences are not optional for the contact center

  • 68% of 18 – 34-year-old consumers have higher expectations for customer service today than they had just one year ago – Microsoft–2016 State of Global Customer Service Report
  • 68% of 18 – 34-year-old consumers have stopped doing business with a brand due to a single poor customer service experience – Microsoft–2016 State of Global Customer Service Report
  • Digital volumes are on the rise. Last year alone, phone transactions handled by contact centers fell another 12%, but traffic increases were recorded across almost every digital channel – Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016
  • 65% of US online adults said they used instant messaging /online with a live person, and 43% contacted a company using Twitter – Forrester – Trends 2016: The Future of Customer Service
  • 52% of consumers are extremely or somewhat likely to switch brands if a company doesn’t make an effort to personalize their communications to them – State of the Connected Consumer, Salesforce, 2016
  • 66% of consumers say they’re extremely or somewhat likely to switch brands if they feel like they’re treated like a number rather than an individual – State of the Connected Consumer, Salesforce, 2016

The consumer dchatbot-icon-002esire for self-service is fueling the chatbot craze

  • 65% of consumers feel good when they resolve a customer service issue without a live person – 2016 Aspect Consumer Experience Index
  • 70% of respondents prefer to use chatbots to interact with companies for simple to moderate interactions and transactions – 2016 Aspect Consumer Experience Index
  • 69% say they use a chatbot or automated assistant at least once a month – 2016 Aspect Consumer Experience Index
  • 77% say tech has significantly changed their company’s expectations of how companies should interact with them – State of the Connected Consumer, Salesforce, 2016

Workforce Optimization tools help improve the agent experience and ultimately the customer experience

If your contact center needs help with any of these areas, it is not too late to catch up with the technology leaders. Learn how an integrated cloud customer engagement center can help