When consumers were asked to rank important aspects of customer service, empathy outweighed speed.
Service from an agent who makes it clear they understand your situation even if it takes longer to solve the issue
Fast, efficient resolution - it does not matter to me whether it’s from a bot or a human as long as it is quick
Personalized service that feels unique to my needs
Communicate to connect, not just sell
Nearly 60% of respondents say non-sales-related communications
are markers of great customer service.
(59%) of companies recognized
for excellent customer service send non-sales-related communications
Create connected experiences
Use data to provide more seamless customer experiences.
feel that companies collecting data on their customers improves the service experience