Why Customer Service Is Important?

Customer Service Is Not A Department - It’s Everyone’s Job.

90% of respondents indicated that customer service is important to their choice of and loyalty to a brand.

Source: The Microsoft 2019 State of Global Customer Service survey

Brand Loyalty - More than 88% of all age groups considered customer service important in their purchasing decisions.

Perceptions and frustrations - Those with the belief that customer service is becoming worse grew by three points to 37%.

Omnichannel experience - The majority of customers continue to use 3 to 5 channels to get their issues resolved, and voice remains the preferred channel to contact customer service.

Digital and emerging trends - Customer acceptance of chatbot or virtual agent technology continues to grow.

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