It’s no secret providing excellent customer service is critical to customer retention. In fact, data from Forbes indicates that 96% of all customers will switch service providers to experience better customer service.
But evolving technology and a shifting global landscape have contributed to heightened customer expectations. Netomi reports that more than 65% of people have higher expectations of customer service than they did three to five years ago. With customer expectations increasing, it means providing truly excellent customer service is more involved than ever.
Among these growing expectations is the demand for brands to engage with customers in their preferred language. Data from CSA Research shows that 76% of online shoppers prefer buying products from businesses that offer information in their native language, while 40% outright refuse to buy from websites that don’t. Furthermore, 75% of consumers say they are more likely to work with a brand if customer support is provided in their
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