A 1% improvement in first call response = $276,000 in annual operational savings for

the average call center. SQM Group

By 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Walker

59% of 25-34 year-olds share poor customer experiences online

New Voice Media

Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand.

Harvard Business Review

45% of companies offering web or mobile

self-service reported an increase in site

traffic and reduced phone inquiries.

CRM Magazine

Companies with a social care program experience a 7.5% year over year increase in customer retention, while those without only see a change of 2.9%.

Aberdeen

Nearly 80% of contact centers say their current customer service systems won’t meet their future needs.

Dimension Data

60% of customers expect companies to respond within the hour. The average response time ranges from 1-5 hours

Applied Marketing Science says that when a customer tweets at a business and receives a response they are:-

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• Willing to spend 3 to 20% more on a product from that company and 44% more likely to share their experience.

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• 30% more likely to recommend the brand.

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• 69% of people who tweeted negatively said they felt more positive after the business responded.