07 Insights
Industry and market insights
Market insights
Small businesses in AMER
Small businesses in North America
The secret sauce for unlocking growth is building a customer service team that can punch well above its weight. Small, but mighty teams know what customers want and what needs improvement—and the sky’s the limit for those that get it right.
To jumpstart growth in this new business reality, small businesses in North America need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. Nearly half of customers (48 percent) in the region say they now have higher customer service standards after this past year’s crisis. And a similar number (44 percent) would defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but small businesses have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 75 percent of small businesses in North America gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 47 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 79 percent of small company leaders in North America agree that customer service is a critical business priority, a surprising 43 percent report that it’s still not owned by executive leadership. What’s more, only 20 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with nearly a third of small companies in North America expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 34 percent of small business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic. In fact, 81 percent of small business leaders agree that they play a vital role in customer retention. But only 26 percent of agents working for small companies in North America feel empowered to do their jobs well. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—87 percent of customers in the region are willing to spend more for personalized experiences, but only 37 percent of agents working for small businesses say they’re very effective at finding the information needed to meet these expectations. To get there, 21 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Midsized businesses in AMER
Midsized businesses in North America
Midsized companies know that excellent customer service drives differentiation and loyalty—two key ingredients to bottom-line growth. Many are already seeing results, but long-term success will depend on how well they navigate decisions around their people, processes, and new technologies.
To jumpstart growth in this new business reality, midsized businesses in North America need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. Nearly half of customers in the region (48 percent) say they now have higher customer service standards after this past year’s crisis. And a similar number (44 percent) would defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but midsized companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 73 percent of midsized companies in North America gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 47 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 78 percent of midsized business leaders in North America agree that customer service is a critical business priority, 36 percent report that it’s still not owned by the C-suite. What’s more, only 24 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 45 percent of midsized companies in North America expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 35 percent of midsized business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but only 29 percent of those working for midsized companies in North America feel empowered to do their jobs well. What’s more, 40 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—87 percent of customers in the region are willing to spend more for personalized experiences, but only 32 percent of agents working for midsized companies say they’re very effective at finding the information needed to meet these expectations. To get there, 30 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Invest in systems that connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Enterprise businesses in AMER
Enterprise businesses in North America
Enterprise companies know that exceptional customer experiences are the key to growth—both now and in the future. With only a slim margin for error, customer service teams must take the lead in transforming their business to drive real, measurable results.
To jumpstart growth in this new business reality, enterprise businesses in North America need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. Nearly half of customers in the region (48 percent) say they now have higher customer service standards after this past year’s crisis. And a similar number (44 percent) would defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but enterprise companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 66 percent of enterprise companies in North America gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 47 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk, but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 75 percent of enterprise leaders in North America agree that customer service is a critical business priority, 36 percent report that it’s still not owned by the C-suite. What’s more, only 28 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 36 percent of enterprise companies in North America expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 34 percent of enterprise business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic. In fact, 83 percent of enterprise business leaders agree that they play a vital role in customer retention. But less than a third of agents working for large companies in North America feel empowered to do their jobs well. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—87 percent of customers in the region are willing to spend more for personalized experiences, but just 36 percent of agents working for enterprise businesses say they’re very effective at finding the information needed to meet those expectations. To get there, 34 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Small businesses in APAC
Small businesses in Asia-Pacific
The secret sauce for unlocking growth is building a customer service team that can punch well above its weight. Small, but mighty teams know what customers want and what needs improvement—and the sky’s the limit for those that get it right.
To jumpstart growth in this new business reality, small businesses in Asia-Pacific need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 71 percent of customers in the region say they now have higher customer service standards after this past year’s crisis. And an equal number would defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but small businesses have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 43 percent of small businesses in Asia-Pacific gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 68 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 62 percent of small company leaders in Asia-Pacific agree that customer service is a critical business priority, a surprising 52 percent report that it’s still not owned by executive leadership. What’s more, only 13 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 20 percent of small businesses in Asia-Pacific expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 16 percent of small business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but only 42 percent of those working for small companies in Asia-Pacific feel empowered to do their jobs well. What’s more, 51 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—94 percent of customers in the region are willing to spend more for personalized experiences, but just 39 percent of agents working for small businesses say they’re very effective at finding the information needed to meet those expectations. To get there, 29 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Midsized businesses in APAC
Midsized businesses in Asia-Pacific
Midsized companies know that excellent customer service drives differentiation and loyalty—two key ingredients to bottom-line growth. Many are already seeing results, but long-term success will depend on how well they navigate decisions around their people, processes, and new technologies.
To jumpstart growth in this new business reality, midsized businesses in Asia-Pacific need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 71 percent of customers in the region say they now have higher customer service standards after this past year’s crisis. And an equal number would defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but midsized companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 49 percent of midsized companies in Asia-Pacific gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 68 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk, but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 70 percent of midsized business leaders in Asia-Pacific agree that customer service is a critical business priority, a surprising 46 percent report that it’s still not owned by the C-suite. What’s more, only 19 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 32 percent of midsized companies in Asia-Pacific expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 26 percent of midsized business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but a mere 11 percent of those working for midsized companies in Asia-Pacific feel empowered to do their jobs well. What’s more, 36 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—94 percent of customers in the region are willing to spend more for personalized experiences, but just 16 percent of agents working for midsized companies say they’re very effective at finding the information needed to meet those expectations. To get there, 36 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Enterprise businesses in APAC
Enterprise businesses in Asia-Pacific
Enterprise companies know that exceptional customer experiences are the key to growth—both now and in the future. With only a slim margin for error, customer service teams must take the lead in transforming their business to drive real, measurable results.
To jumpstart growth in this new business reality, enterprise businesses in Asia-Pacific need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 71 percent of customers in the region say they now have higher customer service standards after this past year’s crisis. And an equal number would defect to a competitor after just one bad customer experience
Delivering exceptional customer service can mean the difference between standing out or falling behind, but enterprise companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 53 percent of enterprise companies in Asia-Pacific gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 68 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 72 percent of enterprise leaders in Asia-Pacific agree that customer service is a critical business priority, a surprising 44 percent report that it’s still not owned by the C-suite. What’s more, only 15 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 34 percent of enterprise companies in Asia-Pacific expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 23 percent of enterprise business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but only 21 percent of those working for enterprise companies in Asia-Pacific feel empowered to do their jobs well. What’s more, 37 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—94 percent of customers in the region are willing to spend more for personalized experiences, but just 25 percent of agents working for enterprise businesses say they’re very effective at finding the information needed to meet those expectations. To get there, 39 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Small businesses in EMEA
Small businesses in Europe
The secret sauce for unlocking growth is building a customer service team that can punch well above its weight. Small, but mighty teams know what customers want and what needs improvement—and the sky’s the limit for those that get it right.
To jumpstart growth in this new business reality, small businesses in Europe need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 47 percent of customers in the region say they now have higher customer service standards after this past year’s crisis. And half would defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but small companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 57 percent of small businesses in Europe gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 44 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk, but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 66 percent of small company leaders in Europe agree that customer service is a critical business priority, a surprising 45 percent report that it’s still not owned by executive leadership. What’s more, only 16 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 28 percent of small businesses in Europe expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 21 percent of small business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but only 38 percent of those working for small companies in Europe feel empowered to do their jobs well. What’s more, 34 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—84 percent of customers in the region are willing to spend more for personalized experiences, but just 25 percent of agents working for small businesses say they’re very effective at finding the information needed to meet those expectations. To get there, 21 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Midsized businesses in EMEA
Midsized businesses in Europe
Midsized companies know that excellent customer service drives differentiation and loyalty—two key ingredients to bottom-line growth. Many are already seeing results, but long-term success will depend on how well they navigate decisions around their people, processes, and new technologies.
To jumpstart growth in this new business reality, midsized businesses in Europe need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 47 percent of customers in the region say they now have higher customer service standards after this past year’s crisis. And half would defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but midsized companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 57 percent of midsized businesses in Europe gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 44 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 65 percent of midsized company leaders in Europe agree that customer service is a critical business priority, a surprising 40 percent report that it’s still not owned by the C-suite. What’s more, only 14 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 36 percent of midsized businesses in Europe expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 20 percent of midsized business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but only 27 percent of those working for midsized companies in Europe feel empowered to do their jobs well. What’s more, 45 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—84 percent of customers in the region are willing to spend more for personalized experiences, but just 18 percent of agents working for midsized businesses say they’re very effective at finding the information needed to meet those expectations. To get there, 26 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Enterprise businesses in EMEA
Enterprise businesses in Europe
Enterprise companies know that exceptional customer experiences are the key to growth—both now and in the future. With only a slim margin for error, customer service teams must take the lead in transforming their business to drive real, measurable results.
To jumpstart growth in this new business reality, enterprise businesses in Europe need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 47 percent of customers in the region say they now have higher customer service standards after this past year’s crisis. And half would defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but enterprise companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 59 percent of enterprise businesses in Europe gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 44 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk, but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 69 percent of enterprise company leaders in Europe agree that customer service is a critical business priority, a surprising 47 percent report that it’s still not owned by the C-suite. What’s more, only 22 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 34 percent of enterprise businesses in Europe expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 21 percent of enterprise business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but only 29 percent of those working for enterprise companies in Europe feel empowered to do their jobs well. What’s more, 43 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—84 percent of customers in the region are willing to spend more for personalized experiences, but just 23 percent of agents working for enterprise businesses say they’re very effective at finding the information needed to meet those expectations. To get there, 29 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Small businesses in LATAM
Small businesses in Latin America
The secret sauce for unlocking growth is building a customer service team that can punch well above its weight. Small, but mighty teams know what customers want and what needs improvement—and the sky’s the limit for those that get it right.
To jumpstart growth in this new business reality, small businesses in Latin America need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 70 percent of customers in the region say they now have higher customer service standards after this past year’s crisis. And a similar number (71 percent) would defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but small companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 63 percent of small businesses in Latin America gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 43 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 92 percent of small company leaders in Latin America agree that customer service is a critical business priority, a surprising 39 percent report that it’s still not owned by executive leadership. What’s more, only 26 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with nearly half of small businesses in Latin America expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 34 percent of small business respondents strongly agreeing that they’re adequately investing in support initiatives
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but only half of those working for small companies in Latin America feel empowered to do their jobs well. What’s more, 48 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—97 percent of customers in the region are willing to spend more for personalized experiences, but just half of agents working for small businesses say they’re very effective at finding the information needed to meet these expectations. To get there, 23 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Midsized businesses in LATAM
Midsized businesses in Latin America
Midsized companies know that excellent customer service drives differentiation and loyalty—two key ingredients to bottom-line growth. Many are already seeing results, but long-term success will depend on how well they navigate decisions around their people, processes, and new technologies.
To jumpstart growth in this new business reality, midsized businesses in Latin America need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 70 percent of customers in the region say they now have higher customer service standards after this past year’s crisis. And a similar number (71 percent) would now defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but midsized companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 68 percent of midsized businesses in Latin America gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 43 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk, but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 87 percent of midsized company leaders in Latin America agree that customer service is a critical business priority, 34 percent report that it’s still not owned by the C-suite. What’s more, less than a third report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 47 percent of midsized businesses in Latin America expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 46 percent of midsized business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but only 40 percent of those working for midsized companies in Latin America feel empowered to do their jobs well. What’s more, 52 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—97 percent of customers in the region are willing to spend more for personalized experiences, but just 44 percent of agents working for midsized businesses say they’re very effective at collaboration needed to meet those expectations. To get there, 29 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Enterprise businesses in LATAM
Enterprise businesses in Latin America
Enterprise companies know that exceptional customer experiences are the key to growth—both now and in the future. With only a slim margin for error, customer service teams must take the lead in transforming their business to drive real, measurable results.
To jumpstart growth in this new business reality, enterprise businesses in Latin America need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 70 percent of customers in the region say they now have higher customer service standards after this past year’s crisis. And a similar number (71 percent) would now defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but enterprise companies have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 69 percent of enterprise businesses in Latin America gave themselves high marks for the quality of their service, what they’re offering is lagging well behind what customers expect. In fact, 43 percent of consumers in the region report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 88 percent of enterprise company leaders in Latin America agree that customer service is a critical business priority, 26 percent report that it’s still not owned by the C-suite. What’s more, only 27 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 39 percent of enterprise businesses in Latin America expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 42 percent of enterprise business respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic, but just 29 percent of those working for enterprise companies in Latin America feel empowered to do their jobs well. What’s more, 51 percent feel like they aren’t treated as well as others in the organization. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—97 percent of customers in the region are willing to spend more for personalized experiences, but just 33 percent of agents working for enterprise businesses say they’re very effective at finding the information needed to meet those expectations. To get there, 35 percent of companies say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Industry insights
Retail
Retail
Retailers understand that the success of their business depends on the success of their customer service teams. Even so, inflexible systems and a lack of data visibility may be holding them back.
To jumpstart growth in this new business reality, retailers need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 61 percent of customers globally say they now have higher customer service standards after this past year’s crisis. And an equal number would now defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but retailers have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 62 percent of retailers gave themselves high marks for the quality of their service, what they’re offering is lagging behind what customers expect. In fact, 54 percent of consumers report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk, but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 76 percent of retail leaders agree that customer service is a critical business priority, a surprising 44 percent report that it’s still not owned by the C-suite. What’s more, only 18 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 26 percent of retailers expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 31 percent of retailers strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic. In fact, 83 percent of retail business leaders agree that they play a vital role in customer retention. But just a third of retail agents feel empowered to do their jobs well. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—90 percent of customers are willing to spend more for personalized experiences, but just 34 percent of retail agents say they’re very effective at finding the information needed to meet those expectations. To get there, 30 percent of retailers say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Financial Services
Financial Services
It’s no surprise that financial services companies see the financial incentive to improve customer service. Even so, many still struggle with implementation—from keeping it conversational to deciding what to prioritize next.
To jumpstart growth in this new business reality, financial businesses need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 61 percent of customers globally say they now have higher customer service standards after this past year’s crisis. And an equal number would now defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but financial businesses have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 64 percent of financial services companies gave themselves high marks for the quality of their service, what they’re offering is lagging behind what customers expect. In fact, 54 percent of consumers report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 77 percent of financial leaders agree that customer service is a critical business priority, 30 percent report that it’s still not owned by the C-suite. What’s more, only 30 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.
Current investments aren’t enough to support a standout team
Customer engagement is on the rise, with 40 percent of financial businesses expecting a budget increase of at least 25 percent over the next two years. But budget expectations are falling short of predicted demand, with only 29 percent of respondents strongly agreeing that they’re adequately investing in support initiatives.
Solution: Go beyond CSAT and track the metrics needed to make the business case for customer service.
Agents are burnt out and feel undervalued
Agents’ roles have become more important and strategic. In fact, 74 percent of financial business leaders agree that they play a vital role in customer retention. But just a quarter of agents working for financial companies feel empowered to do their jobs well. It’s a slippery slope: unhappy agents can quickly turn into dissatisfied customers.
Solution: Take care of your agents by giving them the training, tools, and flexibility they need to deliver better experiences for customers.
Disjointed systems confuse customers and halt growth
When agents have to juggle multiple tools, it’s incredibly difficult to capture a single view of the customer. It’s a missed opportunity—90 percent of customers are willing to spend more for personalized experiences, but just 29 percent of financial services agents say they’re very effective at finding the information needed to meet those expectations. To get there, 33 percent of financial firms say they'll need to design and implement new work processes or risk more frustration for everyone involved.
Solution: Connect agents to the information they need to resolve issues more efficiently and grow the business.
Don’t let these common customer service traps hold you back. Benchmark your performance against your peers and see how high-performing companies deliver best-in-class service every time.
Manufacturing
Manufacturing
Manufacturing leaders agree—customer service impacts the bottom line. But many companies are missing the mark when it comes to giving their agents the training and support they need to be effective.
To jumpstart growth in this new business reality, manufacturing businesses need only look to their own customers. Customer service has emerged as a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right. 61 percent of customers globally say they now have higher customer service standards after this past year’s crisis. And an equal number would now defect to a competitor after just one bad customer experience.
Delivering exceptional customer service can mean the difference between standing out or falling behind, but manufacturers have to move quickly to avoid common traps that may derail their growth plans:
Customer service isn’t wowing customers
Although 65 percent of manufacturing companies gave themselves high marks for the quality of their service, what they’re offering is lagging behind what customers expect. In fact, 54 percent of consumers report that customer service feels like an afterthought for most of the businesses they buy from. That’s a problem for those looking to impress customers and keep them coming back.
Solution: Focus on reducing customer effort, delivering speedier resolutions, and boosting the quality of every customer service interaction.
Leadership talks the talk, but doesn’t walk the walk
Going all in on customer service requires buy-in at the top. But while 72 percent of manufacturing leaders agree that customer service is a critical business priority, 33 percent report that it’s still not owned by the C-suite. What’s more, only 20 percent report viewing customer service metrics on a daily basis.
Solution: Infuse a customer service-first mindset across the company with active engagement from leadership.