It's no secret that when it comes to support, customer expectations are higher than ever, but how are managers and support teams adapting to Latest Mailing Database these increased demands? Our recent report showed that while 73% of support managers say customer expectations are rising, only 42% believe they are actually meeting those expectations. This is a big gap between expectations and reality, and one that's all too easy for your support team to fall into. This gap in customer expectations—the gap between the personalized and efficient experience that customers want and what your team can reasonably deliver—creates a problem for businesses.
According to a Microsoft Global State of Customer Service report, 90% of respondents said that customer service is an important factor in their choice and loyalty to Latest Mailing Database a brand. What if their support expectations are not met? Almost two-thirds (58%) would sever their relationship with a business because of poor customer service. With customer experience quickly becoming a key differentiator, leading to increased consumer loyalty, more revenue and greater cost savings, it's more important than ever to stand out or lose. So how do you start closing that gap and delivering world-class customer support at scale? We spoke with support managers from HubSpot, Stripe, and Product board to learn more about how they're closing the gap and exceeding customer expectations.
Cover of The Ultimate Guide to Conversational Support Download the ultimate guide to chat support Learn the latest strategies for your most personal and efficient support team yet. Understand how customer expectations are changing This past year has changed the Latest Mailing Database consumer landscape permanently. In particular, the pandemic has brought about an unprecedented shift in our reliance on technology that has had a ripple effect on how customers relate and interact with businesses and brands. For example, more customers than ever have had to turn to online shopping; for many, this has come with an added level of stress due to factors such as supply chain shortages and delivery delays.