This document summarizes key facts and statistics about modern customer service expectations. It finds that customers expect quick responses, often within the same day for online inquiries. They also prefer self-service options for convenience but still value live human assistance at times. Additionally, the report highlights that customers use multiple channels simultaneously and expect a consistent experience across them. Maintaining high quality, multichannel customer service remains a priority as expectations continue evolving rapidly with technology changes.

1. Customer Service Facts and Stats
A presentation from:

2. Today’s customer service atmosphere says:
• Get it done – quickly!
• Let people help themselves.
• Innovate but don’t forget about
tradition.
• Know when people want to help
themselves, and when they want YOU
to help them.
• One channel is never enough.
• Multichannel for multi-generations

3. Get it done – quickly!
(But without sacrificing quality.)

4. “About two-thirds of American, British, and French
(66%, 67%, 66%) adults expect a same-day response
when going online to seek help from a company or
service provider to troubleshoot a product
malfunction or service issue.”
Source: PR Newswire

5. “82% of consumers say the number one factor that
leads to a great customer service experience is
having their issues resolved quickly.”
Source: Fonolo

6. “The days are long gone when it was okay to answer
an e-mail inside 24 hours. Some 39% of modern
consumers expect a reply within four hours.”
Source: FastCompany

7. “50% expect a response immediately by phone
and 59% expect resolution within 30 minutes.”
Source: PunchTab Insights

8. Let people help themselves.

9. “By 2020, the customer will manage 85% of their
relationship with an enterprise without interacting
with a human.”
Source: Gartner

10. “45% of consumers will abandon their online
purchase if they cannot find a quick answer to
their questions.”
Source: The Focus Group

11. “67% of consumers use web self-service knowledge
to find answers to their questions.”
Source: Synthetix

12. A Compelling Case For Self-Service
How does implementation
of effective self-service
affect the performance of
the customer service
department as a whole?
Source: Top Self-Service Channel Implementations

13. Innovate, but don’t forget tradition.
Know when people want
to help themselves, and
when they want YOU to
help them.

14. “84% of consumers have used a search engine to
look for an answer to a customer service
question.”
Source: Parature

15. “Compared to all other channels, the voice
channel is unique in this regard: It often begins
when a customer is explicitly trying to avoid self-service.”
Source: Top Self-Service Channel Implementations

16. “63% of online consumers said they were more
likely to return to a website that offers live chat.”
Source: Forrester

17. 75% of consumers think companies should make
answers to all their common questions available
via smartphones.”
Source: Fonolo

18. One channel is never enough.
Multichannel for multi-generations!

19. Which channels are most popular with your
age-profiled customers?
Source: dimension data’s 2013/14 global contact centre benchmarking summary report

20. “67% of online shoppers have made purchases in the past
six months that have involved multiple channels.”
“37% now expect to be able to contact the same customer
service representative regardless of which channel they
use.”
“47% expect to be able to return purchases through a
different channel than the purchase channel.”
Source: PunchTab Insights

21. “45% say they will try any channel open to them
and wait as long as it takes to get their query
resolved.”
Source: Zendesk

22. Customer expectations are
constantly evolving, as is
technology and business
capabilities.
Are you all caught up and
ready to serve?

23. Thank you!
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