for customer happiness
to stay ahead in the game.
Can team collaboration help
you improve customer / Vendor
of customers can’t remember
having a recent successful
Most failures being related to disappointing customer service.
of consumers transferred between agents
without any resolution of their problem.
of customers received
inaccurate or conflicting information when they did talk to customer service representatives.
Your business loses the competitive advantage in customer experience.
Customer Experience is expected to overtake price and product as the key brand differentiator by 2020.
2/3rds of consumers site bad experiences as reason for churn.
There is no single owner to see the complaint through to resolution.
are passed on from agent to agent.
Tickets take longer to resolve (or are forgotten entirely).
Customers feel trapped in a ticket.
Work together, Resolve faster…
Source: SDL 2015 The Global Wakeup Call Report , 2013 Global Customer Service Barometer , Walker Information, Huffington Post , TSIA