Welcome to the

Customer Experience Lab!

Since 2013, we have analyzed customer behavior and preferences globally to help companies improve their customer experience. Click here to see insights about industries and to access downloadable materials.

Titulo 1

Texto 1.

What's the relationship between ease of finding contact channels and loyalty?

Loyalty is 32% higher among consumers who thought it was easy to find contact channels compared to consumers who considered it difficult.

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Shopping Behavior

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Customer Interactions

What might happen to customer service

channels in the future?

Let's check!

How many channels on average are used by consumers to interact with brands?

Consumers contacting brands use on average 2 different channels.

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But do you think advocacy increases with the usage of more channels?

When using

> 4

channels, consumers are more willing to recommend the brand.

20pp

More advocacy compared to those using 2 channels

  • 47%

    Voice

  • 16%

    Chat with a Live Agent

  • 13%

    Mobile App

  • 31%

    Email/Web Form

  • Live Chat

  • Mobile App

  • Social Media

  • +4%

    Mobile App

  • +2%

    Chat with a Live Agent

  • +1%

    Instant Messaging

Virtual Assistant

Live Assistant

Chatbot

36%

It's faster

Understanding Preference

Human
Interaction

48%

I'm used to talking to someone

1/4

of consumers are willing to use virtual assistants

3/4

of consumers prefer to have human interaction

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