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20. 55% of U.S. online adults will
abandon their purchase if they
cannot find a quick answer to their
question
For 77%, valuing their time is the
most important thing a company can
do to provide good service
Forrester, North American Technographic Customer Experience Survey,
2014
21. 90% of companies view customer
service as one of their top priorities
60% use customer experience as a
competitive differentiator
Forrester, State of Customer Experience Management, 2013
22. What makes a customer service interaction good?
Zendesk/Dimensional Data, 2014
The problem was resolved quickly
The person who helped me was nice
The problem was resolved in one interaction
not passed to multiple people
The outcome was what I wanted
no more, no less
47%
63%
65%
69%
23. Self-service was the most popular customer service channel in 2014
76% online self-service
73% phoning a rep
68% emailing the company
58% chat
37% contacting a company via Twitter
Channel Management: Core toYour Customer Service Strategy, Forrester, 1/20/2015
25. 1 to 3% of online shoppers end up making a purchase during that site visit
Customers who chat convert at nearly 3.5X the rate
of those who don’t, with an increased average order value of 10-20%
The Six Key Elements of Proactive Chat, Forrester, 10.15.2014