inin_omnichannel_infographic_final
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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 me 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 Retenon 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 interacons over phone or face-to-face. Source: Social @ McKinsey 2014 Use social network for customer service Acve social network users are categorized by age and annual income. Prefer social network to phone or in-person customer service Percent of social network users who agree with this statement. 13-17 18-24 25-34 35-44 45-54 55-64 < $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.
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Transcript of inin_omnichannel_infographic_final
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.
