2017 State of Global Customer Service Report

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Title : 2017 State of Global Customer Service Report
Edition : 
Year : 2017
Authors : Microsoft
Publisher : Microsoft

 Preface
EXPECTATIONS FOR CUSTOMER SERVICE CONTINUE TO RISE AROUND THE GLOBE 
Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. 
The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement. 
Regardless of industry, service organizations are a customer engagement focal point for brands around the world. Our report reveals that 96% of respondents say customer service is important in their choice of loyalty to a brand. And because customer experience is a key differentiator, empowering your service organization to deliver personalized and contextual interactions throughout the customer journey is a strategic imperative.
We hope you find these insights beneficial as you continue refining and innovating your customer service strategy.

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