50% of complaints were submitted digitally.

[Habib01]

48% of customers received no response to their complaint.
In addition to first-contact resolution, customers care about resolution times (25%) and personalized service (22%).
Only 8% of customers want to resolve issues through self-service.
Trends in Customer Service Technology and Tools
Here are the latest customer service technology trends that are impacting the industry.

8. 43% of companies use email tools, 41% CRM systems, 40% live chat, 36% help desks, and 33% feedback surveys for customer service.
43% of companies use email tools, 41% use CRM systems, 40% use live chat, 36% use help desks, and 33% use feedback surveys for their customer service.
Many companies today use multiple tools to create an omnichannel customer experience. This approach allows customers to engage with the method they prefer.

For example, a customer might start a conversation via live chat on your website. They might then follow up kenya telemarketing data the conversation via email.

The team could then use a CRM system to track the history of interactions. If necessary, they could send a feedback survey after resolving the issue.

This seamless experience across channels can lead to increased customer satisfaction.

9. 64% of customer service agents say having a single view of customer interactions across channels can help them perform better.
With a single view of customer interactions, agents can see all past conversations, regardless of how the customer was addressed. This means they don't have to ask customers to repeat information, which can be frustrating.

If you want one tool that does it all, we recommend HubSpot . This platform comes with a CRM tool, shared inbox, live chat, ticketing system, and more. To learn more about its features, read our HubSpot review .