ProProfs Chat

JUNE 14, 2019

81% of Americans report that businesses are either meeting or exceeding expectations when it comes to customer service. 75% of brands report that they are measuring customer engagement, but cannot define what it is. Nearly 1/3 of customers report sending an SMS/text message to the company requesting assistance. . – Statista.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Tricia Morris

MAY 18, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102