This document discusses the importance of providing a digital, multichannel customer experience for customer care. It notes that customers now expect convenient service across multiple channels like social media, live chat, websites, and more. Poor customer experiences can result from weak web presence, slow response times, and uninformed agent interactions. The bottom line is that customers who have positive experiences are more likely to remain loyal and recommend the brand to others.

1. Social media Customer care
The customer-driven contact center
and the digital customer experience
Why provide a digital, multichannel customer experience?
• Benefit from proven ROI and
revenue generation
• Deliver the convenient, intimate
service that customers have
come to expect
• Gain an advantage over your
competitors and improve
customer retention
78%
of consumers trust peer
recommendations with
SOCIAL MEDIA as a key driver
25%of consumers
utilize ONE TO TWO
channels when seeking
customer care
52%of consumers
utilize THREE OR FOUR
channels to connect
with your business
(Source: Ovum)

2. Live chat
Customer frustrations in the digital age
Managing relationships
of online consumers
said they were more
likely to return to a
website that offers
LIVE CHAT
63%
LIVE CHAT
USAGE HAS ALMOST
DOUBLED IN
ONE YEAR*
(Source: Forrester)
(Source: Forrester)
*Based on two surveys of 2000 adults carried out by Vision Critical in September 2013 and August 2014
(Source: Mobius Poll)
(Source: Synthetix)
(Source: Gartner)
customers will manage
85% of their relationships
with an enterprise without
interacting with a human
2020
of consumers will
always CHECK A
WEBSITE before
emailing or calling
a company
of US consumers will
ABANDON an online
TRANSACTION if
their questions or
concerns are not
addressed quickly
of customers are
frustrated when a
representative does
not have immediate
access to ACCOUNT
INFORMATION
of people have or would
CHANGE SUPPLIERS
based on a poor
experience with the
contact center*
90% 45%
73%84%
BY
1. WEAK WEB PRESENCE
3. UNINFORMED AGENT INTERACTIONS
2. SLOW RESPONSE TIMES
THE RESULT?

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Customer commitment
The bottom line
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(Understanding Customers by Ruby Newell-Legner)
of customers will
COMMIT to a
deeper product or
service relationship
with a brand
after a satisfying
experience
55% of customers would pay extra
to guarantee better service
(Source: Defaqto)
The top performers in customer
experience ratings achieve
2.4x the revenue of laggards
(Source: Medallia Analysis)
Call center support ranges from
$6 to $12 per call but web
self-service can cost a company
less than 10 cents
(Source: Forrester)
It takes 12 POSITIVE EXPERIENCES
to make up for ONE UNRESOLVED
negative experience
79%
3 key lessons
Customers expect a flexible
experience with digital media. Your
contact center needs to be ready to
respond on all channels at all times.
Negative experiences can go viral!
Workflows must be defined to
ensure customers are connected
to agents with the right skills for
the interaction, and agents must
have the right tools to provide
informed responses.
Providing a convenient, digital
experience improves customer
loyalty and paints a positive picture
for word-of-mouth marketing.
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