The Most Trusted

Customer Service

In a consumer driven market of the United States

What to expect when customers drive customer support?

What customers want

Even in a negative economy,

Customer experience is a high priority for consumers,

So important, that 60% of consumers said they will often pay more for a better experience.

What Customers Expect

  • Immediate service, via Social media and Live chats on websites.
  • Automated responses/info gathering while waiting for a human.
  • Information retention from visits.

More self service

  • Kiosks.
  • Automated response/retention.
  • "Brand in Hand" direct customer service apps on mobile devices.

Happy customers who get their issue resolved tell about 4 to 6 people about their experience

A dissatisfied customer will tell between 9 to 15 people about their experience.

Around 13% of dissatisfied customers tell more than 20 people.