The 2017 Global State of Customer Service Report

Published by Microsoft

Customers expect more from brands when it comes to convenience, resolution times and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty.

Regardless of industry, service organisations are a customer engagement focal point for brands around the world. Our report reveals that 96% of respondents say customer service is important in their choice of loyalty to a brand. And because customer experience is a key differentiator, empowering your service organisation to deliver personalised and contextual interactions throughout the customer journey is a strategic imperative.

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