Professional Documents
Culture Documents
X-perience
Trends
2023
Table of Contents
Foreword 4
Connecting humanity and automation. Can human and AI work hand in hand? 11
How to get the best customer service solutions that will lead to great CX? 17
References 19
Author:
Daria Leshchenko,
CEO, SupportYourApp
X-perience
“Hello! Trends
2023
daria@supportyourapp.com
Love,
Daria Leshchenko.
TOP 30
UNDER 30
❤︎
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X-perience
Trends
2023
Foreword
X-perience
Trends
2023
Examples of Great
Customer Service:
Tesla launched their mobile car Zappos answers every email they
service for Tesla car owners. receive from their customers, even
Their customers can schedule if it’s addressed to the CEO. When
service, track repairs and message he’s unavailable, the representative
with the Service Center directly from sends a humorous and engaging
the Tesla app. Instead of sitting reply. By showing how much they
around at a repair shop, customers value the time people took to send
can get their car xed wherever they an email, they managed to gain
park. more loyal customers.
All product names, logos, brands, trademarks and registered trademarks are the property
of their respective owners and are used for research purposes only. SupportYourApp does
not claim any a liation of any kind with the indicated companies.
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X-perience
Trends
2023
New Channels,
New Opportunities
of users had
Customer communication
a more favorable
is expanding to new
communication channels.
More companies now connect with
their customers not only on their
54% view of brands
that responded
to complaints
on social media.
websites, but on social media like
Facebook, Twitter, Instagram,
Pinterest, etc.
of users have
For example, in WhatsApp,
already used
customers can receive automatic
responses to their queries, get
instant help, and chat with brands. 89% social media to
communicate
with a brand or
business.
Solutions
Use messengers to
2 communicate with your
customers.
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X-perience
Trends
2023
60%
feel that waiting answering questions and o ering
on hold for just quick service without sacri cing
one minute is quality will improve customer
too long. experience and bring immediate
contentment.
of consumers
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X-perience
Trends
2023
Multichannel Support
is a Plus
60%
to communicate makes going expect
astray and losing track easy. companies
When it comes to nding the to o er CS
solution of their issues, customers on social media.
have their own habits and preferred
channels of communication.
Emails, in-app chats, phone calls,
text messages, social media — you
name it. And you’ve got to cover
them all to keep up with customers
1 in 3
and retain them. users prefers to reach out
to a brand on social media.
Solutions
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X-perience
Trends
2023
Omnichannel Support
is a Must
↓
25%
Many of us like to use more than one Adobe research
way of communication. showed that if
That’s where omnichannel support brands invest in
can help by combining customer omnichannel
interactions across channels and
↓ customer
experience, they
10%
making communication smooth
and constant. can increase their
sales by 25% and
Establishing an omnichannel their growth rate
presence can guarantee you meet all by 10%. This
made the
20%
requirements across all touchpoints.
percentage of
companies that
↓
already invested
in omnichannel
support rise
80% tremendously
from 20% to 80%.
9 in 10
consumers want absolute
Solution
X-perience
Trends
Customer Service 2023
of US consumers
prefer an automated
↓ self-service, such as
X-perience
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X-perience
Trends
2023
Personalization — a Key
Indicator of Business Success
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X-perience
Trends
2023
Dissatisfaction.
Frustration. Churn
48%
churn after
4%
Only 4% of customers several bad
are ready to share experiences.
their frustration and
dissatisfaction, when
most customers will
simply leave if they will churn after
feel unhappy.
30% only 1 bad
experience.
X-perience
Trends
2023
Cybersecurity is
The New Black
Solutions
63%
!
Invest more into
cybersecurity
In 2022, cyberattacks became 63% 1
solutions and
more frequent than they were in 2021.
certi cation.
As a result, businesses started to pay
more attention to cybersecurity.
Stop underestimating the
2
damages and consequences
from cyber attacks.
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X-perience
86% ! Solutions
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X-perience
Trends
2023
Company Culture is
Under the Microscope
X-perience
Trends
2023
Do You Want to Get the
Best Customer Service Solutions?
SupportYourApp has a
Solutions
decade-long expertise when it
comes to providing Outsource your
outsourced customer support.
team to
We are PCI DSS Level 1
SupportYourApp.
Service Provider and GDPR
compliant and ISO/IEC
27001:2013 certi ed. Our supportyourapp.com/request
teams hold customer
satisfaction KPI on a constant
SupportYourApp
level of 95% and conduct QA
process once every month. Founded 2010
# of consultants 1200+
With our team, you can be
Locations US, EU
sure your customers are in # of languages 55
Clients from 34+ countries
professional hands.
X-perience
Trends
2023
95% 31%
Not answering a complaint
decreases customer
advocacy by as much as
of businesses indicate their
customer care has a direct
impact on brand image.
of customers turn to
social media to make
pre-sales enquiries.
50%
Poor response time can People spend 3–20%
lead to up to 15% Best-in-class customer more when they get a
increase in customer churn. care causes 81% greater response to their queries.
annual increase in revenue
from customer referrals.
80%
77% 60% of social media users
have used social
of users are more likely to
media to communicate
recommend a brand after of customers say they
they had a positive with a brand.
now hold customer
experience with it.
service and support to
a higher standard.
74%
31%
Best-in-class customer care
increases annual ROI by
of global consumers
1 in 3
time from businesses is
References
1 Life Reimagined: Mapping the motivations that matter for today’s consumers
9 The Alleged Threat Of AI Taking Away Human Jobs Is Not What We Think It Is
References
18 Having Human Customer Support Is The New Black For Startups In 2022
20 Only 21% Of People Trust Global Brands To Keep Their Data Safe And Secure