THE WAY CUSTOMERS INTERACT WITH YOU IS CHANGING. They want to be able to contact you across a wide variety of channels—and

receive a consistent customer experience across them all. It’s time to put the customer at the center of every channel strategy and implement a shared data

model that makes true Omnichannel customer service possible.

Omnichannel Engagement NEARLY TRIPLES

Customer Retention

89% of customers retained by companies with extremely strong

Omnichannel customer engagement

33% of customers retained by companies with weak Omnichannel

customer engagement

An infographic from

*Source: Aberdeen Group

54% of customer service requests will come through mobile smart apps by 2016.

Source: Dimension Data’s 2015 Global Contact Centre Benchmarking Report

43% of customer service requests currently come through social media.

Young adults, wealthier users and the digitally connected make the greatest use of social networks for customer service ...and a sizable share prefer social network interactions over phone or face-to-face.

Source: Social @ McKinsey 2014

Use social network for customer serviceActive social network users are categorized by age and annual income.

Prefer social network to phone or in-person customer servicePercent of social network users who agree with this statement.

13-1718-2425-3435-4445-5455-64

< $25K $25-48K$50-64K$75-99K

$100-149K$150-200K

>$200K

38%

48%

50%

44%

37%

33%

41%

44%

42%

46%

48%

57%

21%

21%

27%

22%

19%

17%

Today’s Digital Channels Outpace Phone Customer Support

Customers Expect More From Digital Support Channels

VS.

2012 73%2013 73%2014 73%

Phone use for customer

service remains stagnant.

21%

23%

22%

21%

25%

29%

48%

56%

Learn how we help companies deliver Omnichannel customer experiences at inin.com/resources.

CUSTOMERS DEMAND SOCIAL MEDIA SUPPORT

CONTACT CHANNEL USAGE

CUSTOMER RETENTION

The Future of Customer Experience is Here

IS NOT OPTIONAL

70% of customer service requests will come through web chat in 2016.