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Insights / What Customers Really Want Out of Customer Service

What Customers Really Want Out of Customer Service

As today’s customer becomes more empowered, customer service strategies must evolve to meet their rising expectations.

The digital landscape provides customers with a wealth of information. Armed with data, customers can demand more from companies or choose a competitor when they’re not satisfied.

Invest More in Customer Experience

Customers expect a seamless user experience. Software as-a-service (SaaS) companies must rethink traditional customer service and invest more in their customer experience (CX) initiatives.

Nearly 80%

of customers cite speed, convenience, and knowledgeable and friendly service as the most important elements of a positive CX


of customers say they expect specialized treatment and experiences for being a good customer


of customers are willing to pay more to guarantee a positive CX


According to Forrester, the best CXs embrace emerging technology like artificial intelligence (AI) and machine learning (ML). Businesses should continue to invest in capabilities like AI self-service platforms to stay ahead.



of customers said they prefer self-service over speaking to a company representative


increase in web self-service options in 2018


of customers now expect a self-service application on a company’s website

Big Data

Increased accessibility to customer data allows organizations to better understand their customers, giving organizations the opportunity to personalize their CX strategy for each customer.


of companies report customer analytics increases customer retention and loyalty


of senior decision-makers in organizations cite big data and analytics as the most important emerging technology for enhancing CX


of enterprises say the ability to translate data into actionable insights is the most important driver of real-time, data analytics adoption

The digital landscape has raised the standards for customer service. To keep up with expectations, companies must leverage these tools to provide a customer experience as seamless and engaging as possible.


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