Customer Experience – Bizcom Networks

Customer Experience Sets You Apart

Overview

The importance of understanding your customer experience has never been greater in today’s ultra-competitive markets. Businesses closest to their customers are growing fast, while their competition is being left behind.

Key Learning Points

Every business is a Contact Center
Customer
Customers demand digital interactions
Omnichannel functionality
Analytics
Artificial Intelligence’s impact

Customers have very specific expectations when it comes to service

41%

And customers simply won’t tolerate it

95%

of respondents say that a knowledgeable and friendly customer service rep ranks as a top-three factor for a great customer service experience.

96%

of customers expect their issues to be resolved (quickly) on the channel of their choice.

Yet, companies are struggling to meet them with on-premise contact center technology.

And customers simply won’t tolerate it.

Customers have very specific expectations when it comes to service

4x

5x

Customers have stopped using a product or service four times on average, in the past year, due to a bad customer service experience.

<50%

of respondents have chat, text, social, and/or video interactions available within their contact center.

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