JUST RELEASED! The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone!
At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company. This dramatically increases the chances of one customer tying up multiple agent-assisted channels and puts even more pressure on businesses to respond quickly and resolve issues on the first contact.
The Northridge Group’s 7th annual State of Customer Experience 2023 report resulted from surveys of 1000 customers and 250 business leaders and features insights that businesses across all industries can use to benchmark their Customer Service and improve the Customer Experience.