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While it’s interesting that almost all surveyees agreed on the importance of customer service, a large percentage of them actually did something about it. The global 2018 customer service study by Microsoft surveyed more than 5,000 people worldwide. 95% of consumers say that customer service is a relevant factor in their choice of brand and their ongoing loyalty. This puts a lot more pressure on online support agents and their relationship with a growing number of customers.
Microsoft business customer service number Offline#
The shift from offline to online commerce channels has huge implications for the way B2B organizations handle their digital channels. Today, people are less inclined to leave the house for their daily purchases. In 2020, global revenue from offline commerce channels is likely to decrease by almost 20%.Ĭustomer service trends need to change with the times. As many as 60% of the surveyed millennials had decade-long relationships with brands despite their young age. That’s confirmed by customer experience stats from the 2018 Retail CX Trends Report that surveyed 1,300 American consumers from various age groups, including millennials. The numbers clearly show that high-quality customer service is a key factor in building brand loyalty. 77% of consumers admit they’ve fostered relationships with specific brands for 10 years or more. Meanwhile, 40% said they purchased something more expensive than they originally intended due to the personalized experience. Of those surveyed, 49% revealed they bought a product after a personalized recommendation even though they didn’t initially plan to. 44% of consumers say they are likely to become repeat buyers after a personalized shopping experience.Ī 2017 Segment report that surveyed 1,006 Americans aged 18 or older came up with some interesting customer service results. We can conclude that customer service continues to play a significant role for the majority of consumers. According to customer service statistics from 2017, the number of people doing business with companies due to good customer support was 2% higher. This figure is based on a 2018 survey involving more than a thousand respondents. Roughly 58% of consumers say it takes several really bad experiences to dump a brand.Ħ6% of US customers do more business with companies thanks to quality customer service.Nearly 50% of companies know that having a solid omnichannel marketing strategy will help them stand out and capture new clients.59% of consumers around the world say they have higher customer service expectations today than they had a year ago.13% of unsatisfied customers tell 15 or more people that they’re unhappy with a particular product or service.95% of consumers indicate that customer service is important to their choice of brand and loyalty.31% of companies see customer service as more of an expense than a growth opportunity.Top Customer Service Stats - Editor’s Choice In addition to more than 30 stats, we’ve compiled a list of tips and tricks you can use to improve your service regardless of the size of your business. We’ve combined global and domestic data from a number of countries including the US, the UK, Germany, Brazil, and Japan to show how customer service and customer experience are becoming increasingly important aspects of every business. We’ve included some of the most recent information from market surveys, company research, and customer service studies to surveys of marketers, marketing executives, and customers. Our hand-picked statistics come from renowned sources like Microsoft, Accenture, Statista, and Gartner.
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Our customer service statistics underscore the importance of your support service and help you avoid mistakes made by the 70% of businesses that perish within 10 years.
They are prepared to wait four hours before they give up on you indefinitely. Millennials expect you to respond to their Facebook messages within an hour. Those who leave will tell at least 15 of their buddies just how disappointing your business is. More than 90% of customers who are dissatisfied with your product will never complain they’ll simply leave.