Episode 103 – 2018 Customer Support Stats

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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

 

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“Facts tend to be far more persuasive than opinion.” – Frankie Saucier

Book of the day: How Successful People Think: Change Your Thinking, Change Your Life – John C. Maxwell

Important Customer Support Stats for 2018

Informed by Zingtree’s 1.02.2018 article “The Most Important Customer Support Stats for 2018” by Debbie McCormick

  • Who is Zingtree?: They build online, interactive trees that:
    • Allow customers to self-solve
    • Easy to customize and personalize
    • Collect valuable information to better understand their customers
  • Stats they shared:
    • Salesforce:
      • 75% of consumers expect a consistent experience across the board
      • 56% of customers will share their data for speed and convenient service
      • 70% report technology has made it easier to “take their business elsewhere
      • 52% will switch without efforts toward personalized communications
    • Deloitte: 62% of companies view the contact center experience as a “competitive differentiator”
    • Gartner
      • Over half of organizations will redirect investments to CX innovations
      • By 2o2o, customers will manage 85% of their enterprise interactions without human interaction.
    • Internet Retailer: Companies with strong omnichannel retain 89% of their customers vs. 33% retention with weak companies.
    • Zendesk
      • 50% of customers report thinking it’s important to self-solve issues with products/services.
      • 83% of customers visit company websites for information

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    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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