02 Modern Customer Service Infographic
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The document discusses modern customer service and the challenges organizations face. It notes that 98% of customers use multiple devices in a day, only 60% of agents will recommend their company, and 29% say inflexible technology prevents adapting to new ways of doing business. It encourages organizations to engage customers across multiple channels, empower employees with flexible technology, and adapt quickly to rising customer needs.
02 Modern Customer Service Infographic
- 1. MODERN CUSTOMER SERVICE Engage Customers, Empower Employees, Adapt Quickly TODAYS SERVICE LANDSCAPE 98% of customers move between devices in the same day1 60% of your agents will recommend your company2 29% of organizations say in鍖exible technology prevents new ways of doing business3 only THE FUTURE OF CUSTOMER ENGAGEMENT AGENTS ARENT EMPOWERED REAP THE BENEFITS Make it easy for customers to engage with you Make it easy to serve customers Easily rise to the needs of your business use 3 to 4 channels to complete a single interaction4 52% of all web self-service interactions will be handled by a virtual assistant by 20155 50% of organizations that view customer experience as a differentiator offer multiple contact channels6 92% of companies have a single system for tracking customer data7 47% decline in 鍖rst contact resolution from 2009 to 2014. Top 3 factors: Incomplete processes ≠ Advisor knowledge ≒ System constraints & information7 of IT organizations that use cloud solutions point to cost savings8 88% of IT organizations say that cloud services have helped boost pro鍖ts 8 56% of organizations that saved money are reinvesting back into the business to increase headcount, boost wages and drive innovation 8 62% MODERN CUSTOMER SERVICE means you Start modernizing today: www.oracle.com/service ENGAGE CUSTOMERS EMPOWER EMPLOYEES ADAPT QUICKLY 1. Google, The New Multi-Screen World, August 2012 2. Bain & Company. Bain Brief: Whos Responsible for Employee Engagement 3. Oracle Global Customer Experience Survey, February 2013 4. Ovum. Optimizing Customer Service in a Multi-Channel World. October, 2010 5. Gartner, Gartner Says Organizations That Integrate Communities Into Customer Support Can Realize Cost Reductions of up to 50 Percent, February 21, 2012 6. Deloitte. 2013 Global Contact Center Survey Results. March, 2013 7. Dimension Data. 2013 Global Contact Center Benchmarking Report. November, 2013 8. CIO Magazine, How Cloud Computing Helps Cut Costs, Boost Pro鍖ts, March 12, 2013 12% only