Customer service is becoming a critical driver of how a company is perceived, what drives consumer loyalty and determining where they open their wallets. Companies are equally praised for the exceptional support they provide, while others are relentlessly chastised for failing to deliver. Below, we want to show you how that perception has become reality with 42 customer service statistics you need to know for 2021.
Due to a last-minute cancellation, a traveler from Vancouver, BC was forced to book a flight that cost four times the amount of her original ticket ($960 CAD instead of the original $250 CAD). While she was booked on a replacement flight scheduled to depart days later, this interfered with her larger plans, an “adventure of a lifetime” to Australia. The once giddy and enthusiastic mood quickly darkened.
Back-to-school, Christmas, or simply refreshing one’s home decor for the changing season. Whatever the occasion, the holiday shopping season is fast-approaching, and for some, already underway. Yet, this season is a bit different from those of the past. For one, consumer habits have evolved since the pandemic- nearly 40% have switched brands or retailers during the pandemic, and more than 80% have new shopping behaviors, such as adopting “buy online and pickup in-store” services.
For support teams and CX leaders today, conversational ticketing may be the way forward, and an excellent method for streamlining the support process. Why, you may ask?
For support teams and CX leaders today, conversational ticketing may be the way forward, and an excellent method for streamlining the support process. Why, you may ask?
Staying abreast of all things CX is something we take seriously at Netomi, and the rise of the machine customer is a phenomenon that is shaping the future. This sounds futuristic, bringing to mind images of assembly lines and TV shows such as Westworld. To clarify, the customers themselves are not machines, rather, machine customers, such as virtual personal assistants or smart products, will perform customer service activities on behalf of their human customers for lower customer effort.
Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. In our customer case studies, we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean? As you progress with your conversational AI journey, which key customer experience metrics can you see improve with AI?
To help you, our readers, get to know the humans behind Netomi, we chatted with Rupal Nishar, our VP of Customer Success, about the company’s customer-first approach, and trends in the world of CX/CS today. Here’s what we uncovered in our Q&A with Rupal Nishar.
Today, nearly 9 in 10 Americans use digital apps and services to manage their finances – a 52% growth rate from 2020. Along with this digitalization of financial services, the unbundling of services and a shift from working with one bank to using various apps and services for different financial needs is on the rise.
Last week, customer experience (CX) executives from around the world gathered in Boston for CXFS: Customer Experience for Financial Services to discuss the latest in CX design, innovation, culture and strategy in financial services. Several of us from Netomi attended these two days of thought-provoking sessions about digital transformation in the financial services world, and, like sponges, absorbed the content, nodding our heads along the way.
