Customer Service Relevance Report 2023
Is your organization equipped for customer retention in 2023? The thing is, most customers don’t complain after a bad service experience — they just leave. Which means you won’t know what went wrong.
In our Customer Service Report, you’ll learn exactly how to increase customer loyalty, based on a survey of 4,000 real-world consumers.
- Brand loyalty is at risk. What was eye-opening is that the ghosting trend continues to swell — as 56% of respondents say they rarely or never complain about a negative customer service experience. All they have to do is open a new tab to search for your nearest competitor.
- 4 reasons why customers abandon a brand. Dig into what makes for a poor customer support experience — and what your organization can do to increase customer retention.
- The customer support picture continues to transform. Discover how Gen Zs and Millennials differ from Gen X and Boomers — and how you can prepare to win over younger generations.
According to our 2023 Service Relevance Report, people prefer no self-service if said service is a bad experience. The good news is, with the right search capability and machine learning you can deliver a great self-service experience across all digital touchpoints, and…
- Proactively make service content available, so customers can understand how to get the most out of your products and services. In return, you’ll get actionable insights into what they found most interesting through search analytics.
- Proactively offer the most relevant information throughout customers' journey. This means, looking beyond your knowledge base or marketing content to help customers educate themselves and prevent future customer issues.
- Answer customer's questions within search results. When asked what would improve the self-service experience, 50% of our respondents said they want to be able to see the answer within search results — instead of just links.
Ready to dig into what customers expect today from your customer service, and how to increase brand loyalty?
Get the Coveo's Service Relevance Report 2023!
