State of Customer Service Experience 2015

State of Customer Service Experience 2015

The rise of new technologies and channels for communication is transforming the way that companies interact with their customers. In State of Customer Service Experience 2015, The Northridge Group found that companies are struggling to meet consumer expectations for a seamless and effortless omni-channel customer service experience.

Key themes from the study include:

  • Social media ranks last in meeting customer expectations. One-third of consumers who contact brands via social media with a customer service issue or inquiry never get a response.
  • Customers use different channels for different purposes. Social media is most commonly used for sharing experiences and as a point of escalation, but the phone is better suited for problem resolution.
  • Forty-seven percent of consumers plan to use social media for customer service next year the same or more than they currently do.

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