The document discusses the evolution of customer service across different channels over time. It shows that 74% of consumers now use multiple channels for customer issues. In the past, 45% of consumers initiated phone orders but 70% were placed on hold. Email support grew as worldwide email accounts increased to over 4.9 billion by 2017. In the 2000s, 56% of consumers cited lack of online information as a reason for abandoning websites. Satisfaction for chat support is higher than for other newer channels like mobile apps and social media, with 71% of consumers recommending brands that respond quickly on social media.

1. The Evolution of Customer
Service

2. 74% of consumers
now use at least
three channels
when interacting
with an enterprise
brand or
organization for
customer-related
issues

3. of consumers initiated a purchase
over the phone in the last year, but
of those consumer initiated phone
orders were placed on hold
(On Hold Messaging Association)
Phone
Support
Pre 1995
Hold the Phone
45%
70%

4. Email
Support
1996-2000
Number of worldwide email accounts is
expected to increase from over 3.9 billion
accounts in 2013 to over 4.9 billion by
year-end 2017
(Radicati Group)
Growing Conversation

5. Web Self-
Service
2001-2004
of consumers cited lack of
online information about
products or services as their
reason for abandoning a website
(LivePerson)
At a Loss for Words
56%

6. Web
Channels
2005-2007
Time to Chat
Satisfaction rates for chat are only
superseded by those for voice (63%
rating for chat, 69% for voice)
(LivePerson)

7. Mobile
2008-2009 Got An App for That ?
of consumers have a more positive
view of a company if it provides
a mobile customer service app
(Nuance)
72%

8. Social
Customer
Service
2010 +
71% of consumers who experience a
quick and effective brand response on
social media are likely to recommend that
brand to others
(NM Incite)
Voices Carry

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