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Evolution of Customer Service

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  • 1. The Evolution of Customer Service
  • 2. 74% of consumers now use at least three channels when interacting with an enterprise brand or organization for customer-related issues
  • 3. of consumers initiated a purchase over the phone in the last year, but of those consumer initiated phone orders were placed on hold (On Hold Messaging Association) Phone Support Pre 1995 Hold the Phone 45% 70%
  • 4. Email Support 1996-2000 Number of worldwide email accounts is expected to increase from over 3.9 billion accounts in 2013 to over 4.9 billion by year-end 2017 (Radicati Group) Growing Conversation
  • 5. Web Self- Service 2001-2004 of consumers cited lack of online information about products or services as their reason for abandoning a website (LivePerson) At a Loss for Words 56%
  • 6. Web Channels 2005-2007 Time to Chat Satisfaction rates for chat are only superseded by those for voice (63% rating for chat, 69% for voice) (LivePerson)
  • 7. Mobile 2008-2009 Got An App for That ? of consumers have a more positive view of a company if it provides a mobile customer service app (Nuance) 72%
  • 8. Social Customer Service 2010 + 71% of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others (NM Incite) Voices Carry
  • 9. FOLLOW US AT www.parature.com/blog www.facebook.com/parature www.twitter.com/parature www.linkedin.com/company/paratur www.youtube.com/paratureinc www.slidesharenet.net/parature www.parature.com/rss

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