{"id":49373,"date":"2018-08-17T09:45:54","date_gmt":"2018-08-17T16:45:54","guid":{"rendered":"\/us\/en\/blog\/essential-customer-care-stats\/"},"modified":"2025-09-18T20:46:13","modified_gmt":"2025-09-19T03:46:13","slug":"essential-customer-care-stats","status":"publish","type":"post","link":"\/us\/en\/blog\/essential-customer-care-stats\/","title":{"rendered":"11 essential Customer Care statistics"},"content":{"rendered":"<div>\n<p>Improving customer experience is now a top priority for <b>72% of companies<\/b>. To stay competitive and offer the best possible experience, it is essential to keep up with the rapidly changing customer expectations and new technologies.<\/p>\n<p>To help you optimize your strategy and embrace the next trends, we have gathered a selection of <b>the most important statistics to know<\/b>.<\/p>\n<h2>The importance of Customer Care<\/h2>\n<p>Customer Care&#8217;s role is becoming increasingly essential for consumers&#8217; choice. According to <a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noopener noreferrer\">PwC<\/a>, <b>73% of them<\/b> point to Customer Experience as an <b>important factor<\/b> in their purchasing decisions.<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Essential-Stat-1-EN_0.png\" alt=\"PwC Customer Experience Statistics\" width=\"632\" height=\"395\" data-entity-type=\"file\" data-entity-uuid=\"261aa965-c4c8-4bff-b38b-d4f68b1e95a9\" \/><\/p>\n<h2>Omni-Digital Experience<\/h2>\n<p>Omni-Digital refers to the trend according to which customers exclusively use digital channels (messaging, email, social media, live chat&#8230;), without using traditional channels such as phone. These customers naturally use multiple channels, depending on the moment and the nature of their enquiry.<\/p>\n<p>Like introduced in our whitepaper,<b>66% of customers now use more than 3 different channels to interact with companies<\/b>\u00a0(<a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Microsoft<\/a>). This means that companies have to be present on channels expected by customers, and offer a consistent experience across them.<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Essential-Stat-2-EN.png\" alt=\"Statistic Omni-Digital Microsoft\" width=\"644\" height=\"403\" data-entity-type=\"file\" data-entity-uuid=\"318cc79b-9d04-4c8d-9525-5a7556329b1a\" \/><\/p>\n<h2>The growth of messaging<\/h2>\n<p>Messaging, which offers the possibility to talk at an asynchronous pace, is the digital channel with the strongest growth. Widely adopted by customers for their personal uses, it is also very used for Customer Service. The launch of Messenger for Business in 2016 and <a href=\"http:\/\/www.dimelo.com\/en\/blog-post\/gafa-customer-care\" target=\"_blank\" rel=\"noopener noreferrer\">GAFA&#8217;s projects<\/a>\u00a0in this area accelerate this trend.<\/p>\n<p>Today, <b>67% of people expect to use messaging apps<\/b> to talk to businesses\u00a0(<a href=\"https:\/\/chatbotsmagazine.com\/5-chatbots-for-small-businesses-to-increase-competitive-advantage-a6991585a8c6\" target=\"_blank\" rel=\"noopener noreferrer\">Chatbots Magazine<\/a>).<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Essential-Stat-3-EN.png\" alt=\"Messaging app statistic\" width=\"680\" height=\"425\" data-entity-type=\"file\" data-entity-uuid=\"5acde12a-0559-4c1e-97cf-dff2bfe44b5a\" \/><\/p>\n<h2>Chatbots for Customer Care<\/h2>\n<p>Chatbots are one of the major Customer Care trends. After arousing high hopes and disappointing experiences, more\u00a0relevant models\u00a0are being developed. To make the most of this technology and face its limits, it is essential to dedicate chatbots to a specific area and combine them with a human agent.<\/p>\n<p>This strategy answers a real consumers&#8217; expectations: <b>86% of them think that chatbots<\/b> should always have an option to transfer the conversation to a human agent\u00a0(<a href=\"https:\/\/www.aspect.com\/globalassets\/2017-aspect-agent-experience-survey.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Aspect<\/a>).<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Essential-Stat-4-EN.png\" alt=\"Statistic Chatbots Customer Care\" width=\"698\" height=\"436\" data-entity-type=\"file\" data-entity-uuid=\"1f43d31c-d32b-4503-ba78-8bb6359b96e5\" \/><\/p>\n<p>To discover all statistics about these trends, you can download our whitepaper:<\/p>\n<p><a href=\"http:\/\/site.dimelo.com\/en\/guide-customer-care-stats\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Customer-Care-Stats-Brochure.png\" alt=\"Statistics Customer Care \" width=\"456\" height=\"304\" data-entity-type=\"file\" data-entity-uuid=\"176196f0-7788-45ce-ace7-3b72e64affdd\" \/><\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Improving customer experience is now a top priority for 72% of companies. To stay competitive and offer the best possible experience, it is essential to keep up with the rapidly changing customer expectations and new technologies. To help you optimize your strategy and embrace the next trends, we have gathered a selection of the most &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49374,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390],"tags":[],"class_list":["post-49373","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>11 essential Customer Care statistics | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Improving customer experience is now a top priority for 72% of companies. 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