Of those online interactions, 28% now typically begin on a mobile device. Again, this percentage jumps for age 18 – 34 consumers, where 34% of their online customer service interactions typically begin on mobile.
Searching for Answers
Three-fourths (75%) of the 5,000 consumers surveyed note they have used a search engine to try and find answers to their customer service questions. For 18 – 34-year-olds, 89% say they use search engines for customer service.
On a related note, 90% of global consumers expect a brand or organization to have an online self-service offering and will reward brands who put self-service answers and information in their customers’ hands. Sixty-six (66%) of global consumers have a more favorable view of brands whose self-service portals are mobile responsive. And again, the next generation shows where service must head with 81% of consumers ages 18 – 34 having a more favorable view of these brands.
An Imperative, Not a Trend
While these numbers continue to go up, make no mistake. Mobile customer engagement is no longer a trend; it is an imperative:
Are you putting service and engagement in your customers’ hands?
Get the 2016 State of Global Customer Service Report
Whether you’re in customer service, marketing, sales, IT – or especially if you’re the CEO, CFO or CDO – you’ll be fascinated by the results revealed by Microsoft’s new 2016 Global State of Customer Service Report which polled 5,000 consumers across Brazil, Germany, Japan, the UK and the US on their customer service preferences and expectations.
The variations based on both geography and age will either confirm or totally change the way you think about, invest in, improve and incorporate customer service as a foundation of your brand or organization.
View Microsoft’s on-demand webinar discussing this year’s fascinating results. With the on-demand webinar, you’ll receive a copy of the full 23-page report.