Did You Know?

80% of consumers look up product information, reviews and prices on their smartphones while shopping in a physical store.
Source: Outer Box Design
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56% of CEOs said digital improvements have led to revenue growth.
Source: Gartner
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60% of companies think they’re providing a good mobile experience, but only 22% of consumers feel the same.
Source: Qualtrics
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By 2020, 25% of customer service operations will use virtual customer assistants like chatbots, up from 2% in 2017.
Source: Gartner
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76% of consumers think companies should understand their expectations and needs.
Source: Salesforce
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Email is the most commonly used customer service channel, with 54% of consumers using email to contact a company in 2018.
Source: Forrester
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An additional 34% of companies say they’ll fully adopt digital transformation in the next 12 months.
Source: Seagate
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33% of consumers who ended their relationship with a company last year did so because the experience wasn’t personalized enough.
Source: Accenture
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43% of Millennials contact customer service from a mobile device.
Source: Microsoft
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40% of customers prefer talking to a real human on the phone for complicated issues.
Source: American Express
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79% of Millennials are more willing to buy from brands that have a mobile customer service portal.
Source: Microsoft
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73% of consumers use more than one channel during their shopping journey.
Source: Harvard Business Review
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65% of consumers research products online before stepping foot inside a store.
Source: Retail Dive
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53% of people will abandon a mobile site if it takes longer than three seconds to load.
Source: Google Marketing Platform
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71% of consumers want a consistent experience across all channels, but only 29% say they actually get it.
Source: Gladly
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9 out of 10 consumers want an omnichannel experience with seamless service between communication methods.
Source: UC Today
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72% of customers expect companies to know their purchase history regardless of what method of communication they used, such as chat, phone or email.
Source: NICE
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63% of consumers are satisfied getting service from a chatbot, as long as they have the option to move the conversation to a human if needed.
Source: Forrester
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44% of companies have already moved to a digital-first approach for customer experience.
Source: IDG
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Two-thirds of all customer experience initiatives will use IT by 2022, a jump from half in 2017.
Source: Gartner
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90% of consumers expect companies to have an online portal for customer service.
Source: Microsoft
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More than 60% of Americans prefer solving basic customer service issues through a self-service website or app.
Source: American Express
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Omni-channel customers spend 4% more in store and 10% more online than single-channel customers. For every additional channel they use, customer spend more money.
Source: Harvard Business Review
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42% of consumers’ total time spent online is on mobile devices.
Source: Stone Temple
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84% of customer-centric companies focus on the mobile customer experience.
Source: Vision Critical
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76% of companies are investing in emerging technology.
Source: Accenture
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15% of all customer service interactions will be handled solely by AI in 2021, a 400% increase from 2017.
Source: Gartner
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31% of companies have invested in AI in an effort to get ahead of the competition.
Source: Accenture
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Over 90% of respondents use the mobile channel to express their emotions.
Source: LitmusWorld
The usage of reminders can drive up engagement rates by upto 67%
Source: LitmusWorld
Detractors were found to be more vocal of the business, providing 4 times more words than promoters.
Source: LitmusWorld
Personalising the invitation message results in a response rate improvement of upto 40%.
Source: LitmusWorld
Projects that were real-time saw 2.7x higher response rates than non-real-time projects.
Source: LitmusWorld
41% consumers found Customer Experience (CX) to be important in 2018, compared to just 26% in 2017.
Source: LitmusWorld