According to Microsoft, 97% of consumers say customer service is an important factor in deciding which brands to remain loyal to. More than price or product, the quality of the service experience you provide is what differentiates you from your competitors.
Whether they’re driving one of your cars, navigating your website, engaging with you on social media, or using your mobile app, consumers expect a connected, consistent experience. They’re looking for easy self-service and personalized support, regardless of the channel or device they’re using.
When customers receive high-quality, omni-channel service, they are more likely to be loyal to your brand, which can increase repeat customers by 1%.