Customer experience in this day and age is everything. Here's a few stats to prove the importance of customer experience, and the habits you should start getting into.

1. Customer Experience
Habits You Should Get Into
A N D T H E S T A T S T O P R O V E T H E Y W O R K

2. 98 PERCENT
A R E C E N T S U R V E Y B Y K I S S M E T R I C S F O U N D T H A T
C U S T O M E R E X P E R I E N C E W A S O N E O F T H E T O P R E A S O N S
C U S T O M E R S W O U L D D E C I D E T O D O B U S I N E S S W / A
C O M P A N Y .

3. THE MORE TIMES A HOLD MESSAGE INCLUDES THE PHRASE “YOUR
CALL IS IMPORTANT TO US”
THE LESS LIKELY SOMEONE IS TO BELIEVE IT.
TIP
FOCUS, FOCUS, FOCUS

4. 01
02
03
Automated IVR
Benefits
An automated IVR can streamline waiting time
problems by routing calls to a specific agent
based on the customer's needs
Once the call is routed, the agent is aware (based
on department level) of customer's needs and
how to address them
An automated IVR can provide a the caller with the
option to leave a callback number for an agent to
call them back, rather than waiting on the phone

5. THE IMPORTANCE
OF DEMOGRAPHICS
A D P E R F O R M A N C E
U T I L I Z I N G D E M O G R A P H I C S A L L O W S C O M P A N I E S
T O O P T I M I Z E S E R V I C E O F F E R I N G S
125
250
375
500
January February March April May June July August September October November December
0
Ages 21-34 Ages 34-52 Ages 52+

6. 83 PERCENT
O F H I G H P E R F O R M I N G C O M P A N I E S T A R G E T O R
S E G M E N T A D S 1 . 5 T I M E S M O R E O F T E N T H A N
U N D E R P E R F O R M E R S , A C C O R D I N G T O A R E C E N T S U R V E Y
B Y S A L E S F O R C E .

7. PERCENT OF CUSTOMERS THAT HAD A
NEGATIVE PHONE EXPERIENCE WOULD
BE WILLING TO LEAVE A NEGATIVE
REVIEW ON SOCIAL MEDIA, ACCORDING
TO A RECENT STUDY BY INVOCA.
TIP
KNOW WHAT YOU DO,
DO WHAT YOU KNOW
PERCENT WOULD
MOST LIKELY JUST GO
TO A COMPETITOR.
30
75

8. SOCIAL
MEDIA
is an opportunity to engage
with customers on another
level. It's also a good avenue to
use for customer support.

9. CALLOUTCOME360
How can it help your business?
Are you putting your money in the right places? Our call tracking
product, CallOutCome360, allows you to track which sources are
making you the most money. You can also record incoming calls for
quality insurance and those recordings can be integrated into reports.

10. UX
I M P R O V E Y O U R U X N O W
GET IN TOUCH