1. Quality
97% of consumers consider the quality of customer service as a crucial criterion in choosing a brand.
The consumer is committed, but also chose to stay with a brand for the quality of its customer service.

2. Personalisation
66% of customers are likely to change brands if they feel they have been treated as a number rather than as an individual.
Our customers no longer want robots. They want an advisor who knows their history, reassures them and offers them personalized solutions.

3. Customer loyalty 69% of customers consider that personalized customer service has an influence on their loyalty.
Every interaction counts. The direct impact of personalization remains loyalty. The client does not want to change if he feels valued and important.

4. Multi-channel customer service
88% of the French are in favor of the multiplicity of contact methods over extended time slots.
However, it is important to emphasize that 43% of brands provide no response on digital channels requiring human intervention (email, chat or social networks).
In outsourcing, it makes sense to use a service provider who can provide multi-channel customer service. For more information, click here

5. Waiting time
In 80% of cases, the waiting time on the phone exceeds 6 minutes, while 60% of clients want to have an advisor immediately.
The waiting time before having an advisor is an important qualitative indicator to consider when developing customer service.

6. Online purchase
83% of Internet users wish to be assisted during their act of purchase. 50% of people are ready to abandon their purchase for lack of a quick response.
Several e-commerce platforms operate without customer service, which often explains a low conversion rate

7. Chatbot
48% of French people have already used a conversational agent or a virtual assistant on a website. When an average human responder takes 20 minutes, the chatbot takes 5 minutes.
However, only 5% of major brands have such a device.

8. Social networks
66% of consumers want an answer in less than an hour on social networks. But on average, the response time of a company is 3 hours 42, and 50% of French companies do not respond to requests on social networks.
However, 56% of customers have a better opinion of the companies that respond via social media.