Customer Service Is Not A Department – It’s Everyone’s Job.
90% of respondents indicated that customer service is important to their choice of and loyalty to a brand.
Source: The Microsoft 2019 State of Global Customer Service survey
Brand Loyalty – More than 88% of all age groups considered customer service important in their purchasing decisions.
Perceptions and frustrations – Those with the belief that customer service is becoming worse grew by three points to 37%.
Omnichannel experience – The majority of customers continue to use 3 to 5 channels to get their issues resolved, and voice remains the preferred channel to contact customer service.
Digital and emerging trends – Customer acceptance of chatbot or virtual agent technology continues to grow.
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