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What It Takes to Compete for Today’s Global Customers Global Consumers Customer Experience (CX) Transformation Benchmark
Real-world customer experience study* reveals • • • •
Mediocre customer satisfaction Critical role of customer service agents Self-service gaining ground in U.S. Caution for emerging AI channels
Visit niceincontact.com/research18 for complete 2018 results and consumer feedback for 11 different channels in US, UK and Australia *More than 2,400 consumers across the US, UK and Australia reported on over 4,600 of their recent customer service interactions, across 11 different channels for the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark.
NICE inContact survey reveals mediocre satisfaction among demanding consumers
Only 38%
of consumers are highly satisfied with their experience, regardless of communication channel
8 in 10
consumers are willing to buy more from companies that deliver exceptional experiences
8 in 10
consumers are willing to switch companies due to poor customer service
9 in 10 consumers want true omnichannel service – they expect a seamless experience when moving from one communication method to another, such as phone to text or chat to phone
Customer service agents remain vital to delivering exceptional experiences, and business results
2x
68%
Consumers across all regions use Agentassisted channels
Interactions were Agent-assisted
49%
66%
Interactions were via phone
Consumers prefer Agent-assisted customer service, with phone, email, and chat leading the way
Over 1 in 5 interactions were regarding a purchase
1 in 5
In the US, use of and preference for online chat is gaining ground 66
62
53
46
36 11 2017
2018
2017
Phone in the US still used most often, but dropping
2018
2017
Use of online or video chat in the US
2018
Preference for online or video chat in the US
Consumers are more satisfied with chat, mobile apps, and company website Chat has the highest satisfaction of all channels, with 47% being highly satisfied, followed by mobile apps at 44% and company website at 41%
Chat and phone are viewed as convenient and quick, requiring a minimal amount of effort
Mobile apps, chat and website are most likely to drive Net Promoter Score® (NPS)
Customer service channels with the highest Net Promoter Score® (NPS®) 0
0
0
25
21
14
NPS
NPS
-100
100
NPS
-100
Company’s Mobile App
100
Online Chat
Self-service:
21
7
-2
25
Chat
Phone
Text
Mobile App
NPS
100
Company’s Website
Agent-assisted:
NPS
-100
NPS
NPS
14 NPS
-8 NPS
Company’s Automated Website Assistant on Mobile Phone
About Artificial Intelligence (AI) Use of and satisfaction with automated assistants for customer service is very low
8% 27%
Consumers interacted with an automated assistant for their most recent customer service interaction
Consumer satisfaction using an automated, virtual assistant on mobile phone for most recent customer service interaction
A full 90% of customers prefer to talk to a live service agent over a chatbot 79% of respondents said chatbots and virtual assistants need to get smarter before they will use them regularly 66% disagree that chatbot and virtual assistants make it easier to get issues resolved
NICE inContact is the cloud contact center software leader, empowering organizations to provide exceptional customer experiences with the world’s #1 cloud customer experience platform, NICE inContact CXone™. CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation to help companies act smarter and respond faster to consumer expectations. NICE inContact, a NICE company, is recognized as a market leader by Forrester, Gartner, IDC, Frost & Sullivan, Ovum and DMG, and serves customers in more than 150 countries, including over 85 of the Fortune 100 companies.
www.niceincontact.com © 2018 NICE inContact. All rights reserved.