What actions can you take?
Posted: Sat Jan 18, 2025 5:52 am
Learn how in the 6th edition of the “State of Service” report. Download the report 1. Customer service organizations are no longer cost centers, but revenue generators As companies look for new ways to drive growth and protect their margins, many are seeing customer service as an opportunity they can’t miss. In fact, 85% of decision makers expect customer service to help drive a larger share of revenue this year.
Our research shows that leading organizations chinese singapore phone number list are actively tracking key performance indicators (KPIs) that are tied to tangible business outcomes. In fact, the percentage of organizations tracking revenue generation has nearly doubled since 2018, from 51% to a staggering 91% . The share of organizations tracking customer loyalty has also increased by 29 percentage points over the same period. If you haven’t yet considered the insights from these customer service analyses , it’s time to take action to avoid being left behind.
( back to top ) 2. Self-service is a clear competitive advantage Self-service helps customers solve simple problems, freeing agents to spend more time on more complex and valuable interactions. Our research shows that high-performing organizations are more likely than low-performing ones to provide self-service tools like knowledge-based help centers, customer self-service portals, and AI-powered chatbots . When customers can get answers to their questions by interacting with a chatbot or use a guided process to request a return, agents have more time to focus on more complex requests.
Our research shows that leading organizations chinese singapore phone number list are actively tracking key performance indicators (KPIs) that are tied to tangible business outcomes. In fact, the percentage of organizations tracking revenue generation has nearly doubled since 2018, from 51% to a staggering 91% . The share of organizations tracking customer loyalty has also increased by 29 percentage points over the same period. If you haven’t yet considered the insights from these customer service analyses , it’s time to take action to avoid being left behind.
( back to top ) 2. Self-service is a clear competitive advantage Self-service helps customers solve simple problems, freeing agents to spend more time on more complex and valuable interactions. Our research shows that high-performing organizations are more likely than low-performing ones to provide self-service tools like knowledge-based help centers, customer self-service portals, and AI-powered chatbots . When customers can get answers to their questions by interacting with a chatbot or use a guided process to request a return, agents have more time to focus on more complex requests.