Will your organization be among the best or the rest when it comes to customer service this year? A new multi-channel customer service report from Aberdeen shows best-in-class service providers pulling away from the rest in key areas including first contact resolution, quality of information, collaboration between departments, customer retention and increase in revenue per customer.
The infographic below highlights some of these differentiators, along with some insights into the current state of customer service including customer service channel preference, key customer frustrations and common goals for 2013.
View the full report: Get more telling and compelling multi-channel customer service statistics from Aberdeen in their 15-page Trends in Customer Service: Multi-Channel Edition report. Click here to access.
Tricia promotes Parature's focus on customer service tips and trends for major industries including government, tech, higher education, software, gaming, retail and more through Parature's customer service blog. Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet and social media to provide outstanding customer service. Visit parature.com.
[Recorded Sept 26] Traditional Voice of Customer surveys have a blind spot to real-time feedback on social media and call center interactions. Learn how progressive companies are mining Big Data to improve the customer experience, reduce churn and even boost agent selling.