2016 STATE OF GLOBAL CUSTOMER SERVICE REPORT

Sponsored By: Microsoft

No matter where you are in the world today, one thing is for sure, expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and by far around channel availability and digital transformation.

Microsoft's 2016 State of Global Customer Service Report shows:
  • 61% of consumers now view customer service as “very important” in their choice of and loyalty to a brand
  • A whopping 72% of global consumers now expect a customer service agent to already know their customer, product and service history when the customer makes contact
  • 77% of consumers have a more favorable view of those brands that reach out proactively with customer service alerts and notifications.

We hope you’ll find the data and insights delivered in this report beneficial in improving and innovating for today and the future.