79% of customers expect an immediate response

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From Zendesk:
Two-dimensional customer service is a thing of that past. Customers are pushing brands harder than ever to earn their loyalty. They want the personal attention that comes from dealing with a human, but the speed and accuracy associated with automated systems.

This newly released report details the findings of a consumer survey, with 89% of respondents agreeing that brands need to offer a consistent customer service experience across all channels to retain their loyalty. See the numbers for yourself and as we examine the emerging trends of 2017.

Zendesk recently commissioned research firm, Loudhouse, to explore this important and perplexing challenge. The research conducted illuminates four key trends of which important conclusions can be drawn:

This report explores these key areas further, providing deep insight for businesses keen to stay ahead of their competition through improvements in their customer service strategies.

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