1 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
2017
STATE OF GLOBAL
CUSTOMER SERVICE
REPORT
2 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
INTRODUCTION
EXPECTATIONS FOR CUSTOMER SERVICE
CONTINUE TO RISE AROUND THE GLOBE
Customers expect more from brands when it comes to convenience,
resolution times, and agent expertise. Evolving customer preferences
are tightly linked to innovations in digital technology, and brands must
embrace both in order to keep pace with heightened expectations. The
good news is that brands that can deliver on expectations are rewarded
with higher rates of customer retention and loyalty.
The Microsoft 2017 State of Global Customer Service survey polled 5,000
people from Brazil, Germany, Japan, the United Kingdom and the United
States. We continue to nd commonalities along with distinct differences
between locals. And though people in all age groups are embracing new
digital trends, millennials especially are shaping the way brands need to
think about the future of customer service engagement.
Regardless of industry, service organizations are a customer engagement
focal point for brands around the world. Our report reveals that 96% of
respondents say customer service is important in their choice of loyalty
to a brand. And because customer experience is a key differentiator,
empowering your service organization to deliver personalized and
contextual interactions throughout the customer journey is a strategic
imperative.
We hope you nd these insights benecial as you continue rening and
innovating your customer service strategy.
2 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
3 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
BUILD LOYALTY FOR YOUR BRAND
WITH EXCEPTIONAL CUSTOMER SERVICE
It’s been a few years since the digitally empowered customer rst sent customer
expectations soaring. And with the march of technology continuing to drive those
expectations, and vice versa, this year is no exception: 54% of respondents say they have
higher expectations for customer service today than they had one year ago. This number
jumps to 66% for the 18 - 34-year-olds surveyed.
What do these rising expectations look like? With more and more customers beginning
their service engagement online, facilitating a seamless transition from self-help to
agent assisted service is critical. A whopping 72% of respondents expect agents to
already know who they are, what they’ve purchased, and have insight into their previous
engagements.
Customer service organizations have the power to drive positive brand sentiment in
several ways. For example, 77% of customers have a more favorable view of brands that
ask for and accept customer feedback. And 68% of customers have a more favorable
view of brands that offer or contact them with proactive customer service notications.
And let’s not forget about those millennials – the most technologically savvy generation.
While a little over half of all global respondents have a more favorable view of brands
that engage via social media, 74% of millennials say social media responsiveness
improves their perception of a brand. Similarly, 79% of millennial respondents have a
more favorable view of brands that offer a mobile-responsive customer support portal.
96% of our respondents say customer service plays a role in their choice of and loyalty
to a brand. This number is simply too high to ignore – and there’s a major pay-off
for brands that seize the opportunity. There is a direct correlation between superior
customer service and brand loyalty, which means your customer service organization can
be a key stakeholder of your customer acquisition and retention strategy.
BRAND LOYALTY
3 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
4 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HOW IMPORTANT IS CUSTOMER SERVICE TO YOU IN YOUR CHOICE OF OR LOYALTY TO A BRAND?
JAPAN
Very Important: 30%
Not Important: 10%
Somewhat Important: 61%
AGES 35 - 54
Very Important: 56%
Not Important: 5%
Somewhat Important: 39%
UNITED STATES
Very Important: 69%
Not Important: 2%
Somewhat Important: 29%
AGES 18 - 34
Very Important: 66%
Not Important: 3%
Somewhat Important: 30%
BRAZIL
Very Important: 90%
Not Important: 1%
Somewhat Important: 9%
UNITED KINGDOM
Very Important: 57%
Not Important: 3%
Somewhat Important: 40%
GERMANY
Very Important: 50%
Not Important: 6%
Somewhat Important: 45%
GLOBAL AVERAGE
Very Important: 59%
Not Important: 4%
Somewhat Important: 37%
AGES 55+
Very Important: 55%
Not Important: 4%
Somewhat Important: 41%
FEMALE
Very Important: 60%
Not Important: 4%
Somewhat Important: 36%
MALE
Very Important: 58%
Not Important: 5%
Somewhat Important: 37%
BRAND LOYALTY
5 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
DO YOU HAVE HIGHER EXPECTATIONS FOR CUSTOMER SERVICE TODAY THAN YOU HAD ONE YEAR AGO?
GERMANY
Yes: 42%
No: 58%
GLOBAL AVERAGE
Yes: 54%
No: 46%
AGES 55+
Yes: 42%
No: 58%
JAPAN
Yes: 45%
No: 55%
AGES 35 - 54
Yes: 54%
No: 46%
BRAZIL
Yes: 79%
No: 22%
FEMALE
Yes: 54%
No: 46%
UNITED STATES
Yes: 57%
No: 43%
AGES 18 - 34
Yes: 66%
No: 34%
UNITED KINGDOM
Yes: 48%
No: 52%
MALE
Yes: 54%
No: 46%
WHEN YOU CONTACT A BRAND OR ORGANIZATION FOR CUSTOMER SERVICE, DO YOU EXPECT
THE REPRESENTATIVE TO KNOW YOUR CONTACT, PRODUCT AND SERVICE INFORMATION/HISTORY?
GERMANY
Yes: 74%
No: 26%
GLOBAL AVERAGE
Yes: 72%
No: 28%
AGES 55+
Yes: 65%
No: 35%
JAPAN
Yes: 56%
No: 44%
AGES 35 - 54
Yes: 73%
No: 27%
BRAZIL
Yes: 95%
No: 6%
FEMALE
Yes: 70%
No: 30%
UNITED STATES
Yes: 66%
No: 34%
AGES 18 - 34
Yes: 77%
No: 23%
UNITED KINGDOM
Yes: 68%
No: 32%
MALE
Yes: 73%
No: 27%
BRAND LOYALTY
6 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
DO YOU HAVE A MORE FAVORABLE VIEW OF BRANDS THAT ASK FOR AND ACCEPT CUSTOMER FEEDBACK?
GERMANY
Yes: 71%
No: 29%
GLOBAL AVERAGE
Yes: 77%
No: 23%
AGES 55+
Yes: 73%
No: 27%
JAPAN
Yes: 74%
No: 27%
AGES 35 - 54
Yes: 76%
No: 24%
BRAZIL
Yes: 97%
No: 3%
FEMALE
Yes: 77%
No: 23%
UNITED STATES
Yes: 78%
No: 23%
AGES 18 - 34
Yes: 82%
No: 18%
UNITED KINGDOM
Yes: 66%
No: 34%
MALE
Yes: 77%
No: 23%
DO YOU BELIEVE MOST BRANDS TAKE ACTION ON FEEDBACK PROVIDED BY THEIR CUSTOMERS?
GERMANY
Yes: 45%
No: 55%
GLOBAL AVERAGE
Yes: 52%
No: 48%
AGES 55+
Yes: 48%
No: 52%
JAPAN
Yes: 40%
No: 60%
AGES 35 - 54
Yes: 51%
No: 49%
BRAZIL
Yes: 60%
No: 40%
FEMALE
Yes: 52%
No: 48%
UNITED STATES
Yes: 63%
No: 37%
AGES 18 - 34
Yes: 58%
No: 42%
UNITED KINGDOM
Yes: 52%
No: 48%
MALE
Yes: 52%
No: 48%
BRAND LOYALTY
7 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
DO YOU HAVE A MORE FAVORABLE VIEW OF BRANDS THAT OFFER
OR CONTACT YOU WITH PROACTIVE CUSTOMER SERVICE NOTIFICATIONS?
GERMANY
Yes: 55%
No: 45%
GLOBAL AVERAGE
Yes: 68%
No: 32%
AGES 55+
Yes: 64%
No: 36%
UNITED STATES
Yes: 67%
No: 33%
AGES 18 - 34
Yes: 73%
No: 27%
UNITED KINGDOM
Yes: 58%
No: 42%
MALE
Yes: 70%
No: 30%
JAPAN
Yes: 72%
No: 28%
AGES 35 - 54
Yes: 68%
No: 32%
BRAZIL
Yes: 90%
No: 11%
FEMALE
Yes: 67%
No: 33%
DO YOU HAVE A MORE FAVORABLE VIEW OF BRANDS THAT
RESPOND TO CUSTOMER SERVICE QUESTIONS OR COMPLAINTS ON SOCIAL MEDIA?
GERMANY
Yes: 52%
No: 48%
GLOBAL AVERAGE
Yes: 55%
No: 45%
AGES 55+
Yes: 33%
No: 67%
UNITED STATES
Yes: 46%
No: 54%
AGES 18 - 34
Yes: 74%
No: 26%
UNITED KINGDOM
Yes: 40%
No: 60%
MALE
Yes: 54%
No: 46%
JAPAN
Yes: 52%
No: 48%
AGES 35 - 54
Yes: 58%
No: 42%
BRAZIL
Yes: 88%
No: 12%
FEMALE
Yes: 57%
No: 43%
BRAND LOYALTY
8 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
DO YOU HAVE A MORE FAVORABLE VIEW OF BRANDS THAT OFFER A
MOBILE-RESPONSIVE CUSTOMER SERVICE SUPPORT PORTAL?
GERMANY
Yes: 69%
No: 31%
GLOBAL AVERAGE
Yes: 65%
No: 35%
AGES 55+
Yes: 47%
No: 53%
UNITED STATES
Yes: 52%
No: 48%
AGES 18 - 34
Yes: 79%
No: 21%
UNITED KINGDOM
Yes: 45%
No: 55%
MALE
Yes: 64%
No: 36%
JAPAN
Yes: 69%
No: 31%
AGES 35 - 54
Yes: 68%
No: 32%
BRAZIL
Yes: 91%
No: 9%
FEMALE
Yes: 66%
No: 34%
BRAND LOYALTY
9 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
PERCEPTIONS & FRUSTRATIONS
9 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
ACT ON CUSTOMER PERCEPTIONS
AND FRUSTRATIONS TO IMPROVE
CUSTOMER SATISFACTION
According to 67% of our global respondents, customer service is getting better.
While this is certainly good news, it doesn’t mean that frustrating customer service
experiences are a thing of the past. In fact, 56% of global respondents have stopped
doing business with a brand due to a poor customer service experience, and 47% of
those respondents say they made that choice within the past 12 months.
So, what are the biggest dos and don’ts of customer service for 2017? Despite the
increasing number of self-service options, customers still seek live-agent support.
Frustration spikes when customers are unable to reach a live person for support. In fact,
30% of global respondents nd it to be the most frustrating aspect of a poor customer
service experience. And 30% of those polled say the most important aspect of a good
customer service experience is speaking with a knowledgeable and friendly agent.
Though more and more customers are solving issues through self-service, the results
show that customers still rely on effective agent support when they encounter problems
too tricky to solve on their own. These days, agents are likely to connect with customers
who have already attempted to resolve their issue through another channel, so an
agent’s ability to pick up exactly where the last interaction left off – and deliver a
personalized and contextual interaction – is key to a positive experience.
The bottom line is this: customers want their experience to feel effortless, regardless of
whether it’s through self-service or with the help of an agent. Unfortunately, that’s not
the case when looking at the 80% of respondents who believe it takes some or even too
much effort to resolve their customer service issues. While this number uncovers room
for signicant improvement globally, brands can seize this as an opportunity to improve
customer perception by providing frictionless customer service engagements.
10 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
UNITED STATES
Not having to repeat myself/
not being passed from agent to agent: 21%
Getting my issue resolved in a single interaction
(no matter the length of time): 32%
A friendly & knowledgeable representative: 33%
Other: 1%
Being able to nd the responses and information
I need without having to contact support: 13%
GERMANY
Not having to repeat myself/
not being passed from agent to agent: 21%
Getting my issue resolved in a single interaction
(no matter the length of time): 26%
A friendly & knowledgeable representative: 42%
Other: 1%
Being able to nd the responses and information
I need without having to contact support: 10%
GLOBAL AVERAGE
Not having to repeat myself/
not being passed from agent to agent: 27%
Getting my issue resolved in a single interaction
(no matter the length of time): 28%
A friendly & knowledgeable representative: 30%
Other: 2%
Being able to nd the responses and information
I need without having to contact support: 13%
UNITED KINGDOM AGES 18 - 34 MALE
FEMALEAGES 35 - 54
AGES 55+
Not having to repeat myself/
not being passed from agent to agent: 31%
Not having to repeat myself/
not being passed from agent to agent: 24%
Not having to repeat myself/
not being passed from agent to agent: 25%
Not having to repeat myself/
not being passed from agent to agent: 30%
Not having to repeat myself/
not being passed from agent to agent:30%
Not having to repeat myself/
not being passed from agent to agent: 28%
Getting my issue resolved in a single interaction
(no matter the length of time): 29%
Getting my issue resolved in a single interaction
(no matter the length of time): 28%
Getting my issue resolved in a single interaction
(no matter the length of time): 30%
Getting my issue resolved in a single interaction
(no matter the length of time): 27%
Getting my issue resolved in a single interaction
(no matter the length of time): 28%
Getting my issue resolved in a single interaction
(no matter the length of time): 29%
A friendly & knowledgeable representative: 30% A friendly & knowledgeable representative: 29% A friendly & knowledgeable representative: 31%
A friendly & knowledgeable representative: 29%A friendly & knowledgeable representative: 29%
A friendly & knowledgeable representative: 33%
Other: 1% Other: 2% Other: 2%
Other: 2%Other: 2%
Other: 1%
Being able to nd the responses and information
I need without having to contact support: 10%
Being able to nd the responses and information
I need without having to contact support: 18%
Being able to nd the responses and information
I need without having to contact support: 13%
Being able to nd the responses and information
I need without having to contact support: 13%
Being able to nd the responses and information
I need without having to contact support: 18%
Being able to nd the responses and information
I need without having to contact support: 9%
BRAZIL
Not having to repeat myself/
not being passed from agent to agent: 28%
Getting my issue resolved in a single interaction
(no matter the length of time): 33%
A friendly & knowledgeable representative: 25%
Other: 1%
Being able to nd the responses and information
I need without having to contact support: 14%
JAPAN
Not having to repeat myself/
not being passed from agent to agent: 36%
Getting my issue resolved in a single interaction
(no matter the length of time): 22%
A friendly & knowledgeable representative: 19%
Other: 5%
Being able to nd the responses and information
I need without having to contact support: 18%
WHAT DO YOU FEEL IS THE MOST IMPORTANT ASPECT OF A GOOD CUSTOMER SERVICE EXPERIENCE?
PERCEPTIONS & FRUSTRATIONS
11 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
UNITED STATES
BRAZIL
GERMANY GLOBAL AVERAGE
JAPAN
UNITED KINGDOM AGES 18 - 34 MALE
AGES 35 - 54 FEMALE
AGES 55+
Not being able to resolve my issue
or nd information online: 18%
Not being able to resolve my issue
or nd information online: 25%
Not being able to resolve my issue
or nd information online: 19%
Not being able to resolve my issue
or nd information online: 20%
Not being able to resolve my issue
or nd information online: 24%
Not being able to resolve my issue
or nd information online: 14%
Not being able to resolve my issue
or nd information online: 26%
Not being able to resolve my issue
or nd information online: 21%
Not being able to resolve my issue
or nd information online: 20%
Not being able to resolve my issue
or nd information online: 19%
Not being able to resolve my issue
or nd information online: 13%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 17%
Having to repeat or provide my
information multiple times: 21%
Having to repeat or provide my
information multiple times: 19%
Having to repeat or provide my
information multiple times: 28%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 20%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 20%
A representative not having the knowledge
or ability to resolve my issue: 26%
A representative not having the knowledge
or ability to resolve my issue: 34%
A representative not having the knowledge
or ability to resolve my issue: 33%
A representative not having the knowledge
or ability to resolve my issue: 29%
A representative not having the knowledge
or ability to resolve my issue: 28%
A representative not having the knowledge
or ability to resolve my issue: 25%
A representative not having the knowledge
or ability to resolve my issue: 32%
A representative not having the knowledge
or ability to resolve my issue: 29%
A representative not having the knowledge
or ability to resolve my issue: 30%
A representative not having the knowledge
or ability to resolve my issue: 29%
A representative not having the knowledge
or ability to resolve my issue: 25%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 34%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 19%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 32%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 30%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 30%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 33%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 19%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 30%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 27%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 29%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 43%
WHAT IS THE MOST FRUSTRATING ASPECT OF A POOR CUSTOMER SERVICE EXPERIENCE?
PERCEPTIONS & FRUSTRATIONS
12 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER STOPPED DOING BUSINESS WITH A BRAND DUE TO A POOR CUSTOMER SERVICE EXPERIENCE?
GERMANY
Yes: 46%
No: 54%
GLOBAL AVERAGE
Yes: 56%
No: 44%
AGES 55+
Yes: 48%
No: 52%
PERCEPTIONS & FRUSTRATIONS
UNITED STATES
Yes: 59%
No: 41%
AGES 18 - 34
Yes: 63%
No: 37%
UNITED KINGDOM
Yes: 61%
No: 39%
MALE
Yes: 57%
No: 43%
JAPAN
Yes: 35%
No: 65%
AGES 35 - 54
Yes: 56%
No: 44%
BRAZIL
Yes: 78%
No: 22%
FEMALE
Yes: 55%
No: 45%
13 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
IF YOU HAVE STOPPED DOING BUSINESS WITH A BRAND DUE TO A
POOR CUSTOMER SERVICE EXPERIENCE, WAS IT WITHIN THE PAST 12 MONTHS?
GERMANY
Yes: 40%
No: 60%
GLOBAL AVERAGE
Yes: 47%
No: 53%
AGES 55+
Yes: 32%
No: 68%
PERCEPTIONS & FRUSTRATIONS
UNITED STATES
Yes: 44%
No: 56%
AGES 18 - 34
Yes: 61%
No: 39%
UNITED KINGDOM
Yes: 42%
No: 58%
MALE
Yes: 48%
No: 52%
JAPAN
Yes: 24%
No: 76%
AGES 35 - 54
Yes: 44%
No: 56%
BRAZIL
Yes: 67%
No: 33%
FEMALE
Yes: 46%
No: 54%
GERMANY
Yes: 60%
No: 40%
GLOBAL AVERAGE
Yes: 67%
No: 33%
AGES 55+
Yes: 61%
No: 39%
OVERALL, IS CUSTOMER SERVICE GETTING BETTER OR WORSE?
UNITED STATES
Yes: 62%
No: 38%
AGES 18 - 34
Yes: 75%
No: 25%
UNITED KINGDOM
Yes: 61%
No: 39%
MALE
Yes: 67%
No: 33%
JAPAN
Yes: 74%
No: 26%
AGES 35 - 54
Yes: 66%
No: 34%
BRAZIL
Yes: 79%
No: 21%
FEMALE
Yes: 67%
No: 33%
14 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HOW MUCH EFFORT DO YOU FEEL IT TYPICALLY TAKES YOU TO RESOLVE A CUSTOMER SERVICE ISSUE?
UNITED STATES
BRAZIL
GERMANY GLOBAL AVERAGE
JAPAN
UNITED KINGDOM AGES 18 - 34 MALE
AGES 34 - 54 FEMALE
AGES 34 - 54
Very little effort: 20%
Very little effort: 22%
Very little effort: 23% Very little effort: 20%
Very little effort: 21%
Very little effort: 13% Very little effort: 23% Very little effort: 20%
Very little effort: 21% Very little effort: 19%
Very little effort: 16%
A lot or too much effort: 16%
A lot or too much effort: 27%
A lot or too much effort: 9% A lot or too much effort: 18%
A lot or too much effort: 21%
A lot or too much effort: 19% A lot or too much effort: 17% A lot or too much effort: 18%
A lot or too much effort: 19% A lot or too much effort: 19%
A lot or too much effort: 18%
Some effort: 64%
Some effort: 51%
Some effort: 68% Some effort: 62%
Some effort: 58%
Some effort: 68% Some effort: 60% Some effort: 62%
Some effort: 60% Some effort: 62%
Some effort: 67%
PERCEPTIONS & FRUSTRATIONS
15 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
SELF-SERVICE
REVOLUTIONIZE YOUR CUSTOMER
ENGAGEMENT MODEL WITH
SELF-SERVICE OPTIONS
In today’s connected world, customers expect to receive service on their
own terms – anytime, anywhere. Customers order rides, check in for ights,
and even check out at grocery stores online. So, why wouldn’t they expect
the same convenience from your customer service organization? They
do: 90% of our respondents say they expect brands and organizations to
offer an online portal for self-service. And when customers are not able
to resolve issues on their own, over half of all respondents say it’s because
there is too little information online.
Their expectations are in line with how most service engagements begin.
75% of global respondents have used a search engine to nd answers
to service related questions before calling an agent, and 74% have used
a self-service support portal. 65% of global respondents – and 79% of
millennials – have a more favorable view of brands that offer a mobile-
responsive customer service portal, reecting a desire to be empowered to
resolve issues wherever and whenever they want.
Your self-service portal is also a great place to build loyalty. In addition
to your own knowledge articles, why not let your super-users share their
passion and expertise through a support forum? The use of online forums
is on the rise, not only for peer-to-peer support, but as a place to engage
with subject matter experts or discuss best practices. And innovation
communities can foster a sense of ownership as well by giving your
customers the opportunity to inuence your roadmap.
15 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
16 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER USED A SEARCH ENGINE TO TRY AND FIND THE RESPONSE TO A CUSTOMER SERVICE QUESTION?
GERMANY
Yes: 81%
No: 19%
GLOBAL AVERAGE
Yes: 75%
No: 25%
AGES 55+
Yes: 63%
No: 37%
UNITED STATES
Yes: 72%
No: 28%
AGES 18 - 34
Yes: 86%
No: 14%
UNITED KINGDOM
Yes: 70%
No: 30%
MALE
Yes: 74%
No: 26%
JAPAN
Yes: 63%
No: 37%
AGES 35 - 54
Yes: 77%
No: 23%
BRAZIL
Yes: 91%
No: 9%
FEMALE
Yes: 76%
No: 24%
SELF-SERVICE
DO YOU EXPECT A BRAND OR ORGANIZATION TO HAVE AN ONLINE SELF-SERVICE SUPPORT PORTAL?
GERMANY
Yes: 84%
No: 16%
GLOBAL AVERAGE
Yes: 90%
No: 10%
AGES 55+
Yes: 86%
No: 14%
UNITED STATES
Yes: 89%
No: 11%
AGES 18 - 34
Yes: 93%
No: 7%
UNITED KINGDOM
Yes: 93%
No: 7%
MALE
Yes: 90%
No: 10%
JAPAN
Yes: 84%
No: 16%
AGES 35 - 54
Yes: 90%
No: 10%
BRAZIL
Yes: 98%
No: 2%
FEMALE
Yes: 90%
No: 10%
17 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER USED A SELF-SERVICE SUPPORT PORTAL FOR CUSTOMER SERVICE?
JAPAN
Yes: 52%
No: 48%
AGES 35 - 54
Yes: 74%
No: 26%
UNITED STATES
Yes: 79%
No: 21%
AGES 18 - 34
Yes: 82%
No: 18%
BRAZIL
Yes: 92%
No: 8%
UNITED KINGDOM
Yes: 78%
No: 22%
GERMANY
Yes: 67%
No: 33%
GLOBAL AVERAGE
Yes: 74%
No: 26%
AGES 55+
Yes: 65%
No: 35%
FEMALE
Yes: 73%
No: 27%
MALE
Yes: 75%
No: 25%
SELF-SERVICE
IF YOU HAVE USED A SELF-SERVICE SUPPORT PORTAL FOR CUSTOMER SERVICE,
DID YOU FIND THE RESPONSE YOU WERE LOOKING FOR?
GERMANY
Yes: 81%
No: 19%
GLOBAL AVERAGE
Yes: 79%
No: 21%
AGES 55+
Yes: 68%
No: 32%
UNITED STATES
Yes: 78%
No: 22%
AGES 18 - 34
Yes: 87%
No: 13%
UNITED KINGDOM
Yes: 71%
No: 29%
MALE
Yes: 79%
No: 21%
JAPAN
Yes: 73%
No: 27%
AGES 35 - 54
Yes: 79%
No: 21%
BRAZIL
Yes: 87%
No: 13%
FEMALE
Yes: 79%
No: 21%
18 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
FEMALEAGES 35 - 54
AGES 55+
BRAZIL
GERMANY
JAPAN
GLOBAL AVERAGE
Too little information: 54% Too little information: 49% Too little information: 57% Too little information: 52%
Too little information: 55% Too little information: 56%
Too little information: 49%
Too little information: 58%
Too little information: 48%
Too little information: 62%
Too little information: 54%
Disorganized information: 20% Disorganized information: 23% Disorganized information: 12% Disorganized information: 22%
Disorganized information: 20%Disorganized information: 22%
Disorganized information: 25%
Disorganized information: 16%
Disorganized information: 31%
Disorganized information: 15%
Disorganized information: 21%
Outdated information: 9% Outdated information: 4% Outdated information: 15% Outdated information: 8%
Outdated information: 6%Outdated information: 6%
Outdated information: 3%
Outdated information: 8%
Outdated information: 10%
Outdated information: 5%
Outdated information: 7%
No search capability: 16% No search capability: 19% No search capability: 7% No search capability: 14%
No search capability: 13%No search capability: 12%
No search capability: 19%
No search capability: 11%
No search capability: 6%
No search capability: 10%
No search capability: 14%
Too much information: 1% Too much information: 5% Too much information: 8% Too much information: 4%
Too much information: 5%Too much information: 4%
Too much information: 3%
Too much information: 6%
Too much information: 4%
Too much information: 8%
Too much information: 5%
IF YOU DID NOT FIND THE RESPONSE YOU WERE LOOKING FOR, WHAT WAS THE KEY ISSUE?
SELF-SERVICE
19 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
OMNI-CHANNEL
OFFER OMNI-CHANNEL SERVICE,
ANYTIME AND ON ANY DEVICE
Today’s customers interact with brands across a growing number of channels.
And they’re not picking favorites. When asked how many customer service
channels they use, 66% of global respondents say they actively use 3 or more
channels. As customers jump from channel to channel, especially during the
course of a single service inquiry, brands must be empowered to transform
that collection of unique customer interactions into a single engagement
experience.
Customers crave immediate real-time access, and as a result, mobility has
become the name of the game. Given the number of people who rely on
self-service portals, it’s no surprise that 52% of global respondents – and
63% of millennials – typically begin their interactions online. But increasingly
it’s from their mobile device. In fact, 33% of our respondents – jumping
to 43% for millennials – use their mobile device for customer service
engagements. Brands have no choice but to ensure their service experience is
optimized for this growing number of users.
19 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
20 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
WHEN ENGAGING A BRAND OR ORGANIZATION FOR CUSTOMER SERVICE,
WHERE DOES YOUR INTERACTION TYPICALLY BEGIN?
UNITED STATES
BRAZIL
GERMANY GLOBAL AVERAGE
JAPAN
UNITED KINGDOM AGES 18 - 34 MALE
FEMALEAGES 35 - 54
AGES 55+
Online: 49%
Online: 55%
Online: 41% Online: 52%
Online: 56%
Online: 60% Online: 63% Online: 52%
Online: 53%Online: 53%
Online: 41%
In person: 7%
In person: 3%
In person: 5% In person: 5%
In person: 2%
In person: 7% In person: 4% In person: 5%
In person: 5%In person: 5%
In person: 5%
Over the phone: 43%
Over the phone: 42%
Over the phone: 54% Over the phone: 43%
Over the phone: 42%
Over the phone: 33% Over the phone: 33% Over the phone: 43%
Over the phone: 42%Over the phone: 42%
Over the phone: 54%
OMNI-CHANNEL
21 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
WHICH DEVICE DO YOU USE MOST TO START A CUSTOMER SERVICE INTERACTION?
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
Mobile Device
(Mobile Phone or Tablet): 32%
Mobile Device
(Mobile Phone or Tablet): 29%
Mobile Device
(Mobile Phone or Tablet): 43%
Mobile Device
(Mobile Phone or Tablet): 29%
Computer (Laptop or Desktop): 68% Computer (Laptop or Desktop): 72% Computer (Laptop or Desktop): 57% Computer (Laptop or Desktop): 71%
BRAZIL GLOBAL AVERAGE AGES 55+
Mobile Device
(Mobile Phone or Tablet): 33%
Mobile Device
(Mobile Phone or Tablet): 33%
Mobile Device
(Mobile Phone or Tablet): 25%
Computer (Laptop or Desktop): 67% Computer (Laptop or Desktop): 67% Computer (Laptop or Desktop): 75%
BRAZIL JAPAN FEMALEAGES 35 - 54
Mobile Device
(Mobile Phone or Tablet): 40%
Mobile Device
(Mobile Phone or Tablet): 31%
Mobile Device
(Mobile Phone or Tablet): 37%
Mobile Device
(Mobile Phone or Tablet): 31%
Computer (Laptop or Desktop): 60% Computer (Laptop or Desktop): 69% Computer (Laptop or Desktop): 63%Computer (Laptop or Desktop): 69%
OMNI-CHANNEL
22 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
WHICH OF THE FOLLOWING CUSTOMER SERVICE CHANNELS HAVE YOU USED?
Email:
In person:
Live chat:
Mobile app:
Telephone:
Self-service support portal:
(Support or FAQ page)
Search engine:
Social media:
Online community:
SMS or text message:
Chat bot: (automated
voice or chat response)
UNITED
STATES
62%
41%
47%
12%
74%
48%
43%
15%
18%
11%
10%
UNITED
KINGDOM
73%
35%
55%
7%
69%
54%
46%
18%
21%
10%
9%
BRAZIL
73%
36%
61%
25%
78%
59%
43%
41%
27%
20%
16%
JAPAN
47%
5%
6%
2%
56%
34%
39%
4%
6%
5%
4%
GERMANY
60%
29%
29%
7%
73%
35%
57%
17%
22%
5%
7%
GLOBAL
AVERAGE
63%
29%
40%
11%
70%
46%
45%
19%
19%
10%
9%
AGES
18 - 34
62%
30%
48%
19%
65%
48%
49%
33%
29%
13%
15%
AGES
35 - 54
64%
28%
40%
10%
70%
47%
47%
18%
18%
11%
8%
AGES
55+
63%
30%
31%
3%
75%
43%
40%
6%
9%
6%
4%
OMNI-CHANNEL
23 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
AGES 55+GERMANY GLOBAL AVERAGE
1 - 2 channels: 27% 1 - 2 channels: 23% 1 - 2 channels: 24% 1 - 2 channels: 28%
1 - 2 channels: 34% 1 - 2 channels: 32% 1 - 2 channels: 29%
None of these: 2%
Average number of response: 4.05 Average number of response: 4.25 Average number of response: 4.46 Average number of response: 3.98
Average number of response: 3.37Average number of response: 3.76 Average number of response: 3.95
None of these: 3% None of these: 4% None of these: 5%
None of these: 5%None of these: 2% None of these: 5%
6 or more: 24% 6 or more: 26% 6 or more: 31% 6 or more: 22%
6 or more: 12% 6 or more: 20% 6 or more: 22%
3 - 5 channels: 47% 3 - 5 channels: 47% 3 - 5 channels: 41% 3 - 5 channels: 44%
3 - 5 channels: 50% 3 - 5 channels: 45% 3 - 5 channels: 44%
BRAZIL
FEMALE
AGES 35 - 54JAPAN
1 - 2 channels: 15%
1 - 2 channels: 29%
1 - 2 channels: 29% 1 - 2 channels: 46%
None of these: 0%
Average number of response: 4.96
Average number of response: 3.92
Average number of response: 4.00Average number of response: 2.50
None of these: 4%
None of these: 5%None of these: 17%
6 or more: 38%
6 or more: 22%
6 or more: 23% 6 or more: 2%
3 - 5 channels: 46%
3 - 5 channels: 44%
3 - 5 channels: 43% 3 - 5 channels: 35%
HOW MANY DIFFERENT CUSTOMER SERVICE CHANNELS HAVE YOU USED?
OMNI-CHANNEL
24 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
LEVERAGE DIGITAL TRENDS TO
ENHANCE CUSTOMER ENGAGEMENT
There are a few other things to keep in mind when thinking about your omni-
channel strategy. Every day customers are nding new ways to interact with brands.
For example, new social channels, chatbots, and connected devices are becoming
more prevalent in people’s daily lives and will play an even greater role in the
future. Paying attention to emerging digital trends is critical to your business.
Take, for example, social care. Listening to customers on social media is no longer
optional. As mentioned above, over half of our global respondents have a more
favorable view of brands who respond to complaints and questions via social
media. Millennials, especially, believe social media is an effective channel for
customer service. But for social care to be effective, brands must respond quickly:
66% of those polled expect a response within 24 hours or less.
And articial intelligence (AI) isn’t just for science ction. Brands should consider
tapping into the potential of automated customer service bots as part of their
engagement strategy. Intelligent machine to human interactions layered on top of
the immediacy and availability of self-service have the potential to increase CSAT
scores while taking pressure off your agent assisted channels.
Similarly, brands should explore opportunities to leverage the Internet of Things
(IoT) to provide predictive support for connected devices. 31% of our respondents
— jumping to 45% for millennials — have a connected device. In many scenarios,
service organizations can detect, troubleshoot, and resolve issues remotely,
preempting any negative impact to the customer.
Emerging digital trends have the potential to maximize the positive impact of
customer service by creating more immersive, more personalized experiences.
DIGITAL & EMERGING TRENDS
24 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
25 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER USED SOCIAL MEDIA TO PRAISE A BRAND OR ITS CUSTOMER SERVICE?
UNITED STATES
Yes: 41%
No: 59%
AGES 18 - 34
Yes: 55%
No: 45%
UNITED KINGDOM
Yes: 33%
No: 68%
GERMANY
Yes: 31%
No: 69%
GLOBAL AVERAGE
Yes: 37%
No: 63%
AGES 55+
Yes: 20%
No: 80%
MALE
Yes: 36%
No: 64%
JAPAN
Yes: 14%
No: 86%
AGES 35 - 54
Yes: 36%
No: 64%
BRAZIL
Yes: 67%
No: 33%
FEMALE
Yes: 38%
No: 62%
DIGITAL & EMERGING TRENDS
HAVE YOU EVER USED SOCIAL MEDIA TO COMPLAIN ABOUT A BRAND OR ITS CUSTOMER SERVICE?
GERMANY
Yes: 24%
No: 76%
GLOBAL AVERAGE
Yes: 31%
No: 69%
AGES 55+
Yes: 14%
No: 86%
UNITED STATES
Yes: 33%
No: 67%
AGES 18 - 34
Yes: 50%
No: 50%
UNITED KINGDOM
Yes: 26%
No: 74%
MALE
Yes: 31%
No: 69%
JAPAN
Yes: 12%
No: 88%
AGES 35 - 54
Yes: 30%
No: 70%
BRAZIL
Yes: 60%
No: 40%
FEMALE
Yes: 31%
No: 69%
26 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER USED SOCIAL MEDIA TO ASK A CUSTOMER SERVICE QUESTION?
GERMANY
Yes: 28%
No: 72%
GLOBAL AVERAGE
Yes: 34%
No: 66%
AGES 55+
Yes: 13%
No: 87%
DIGITAL & EMERGING TRENDS
UNITED STATES
Yes: 28%
No: 72%
AGES 18 - 34
Yes: 55%
No: 45%
UNITED KINGDOM
Yes: 29%
No: 72%
MALE
Yes: 31%
No: 69%
JAPAN
Yes: 18%
No: 82%
AGES 35 - 54
Yes: 33%
No: 67%
BRAZIL
Yes: 65%
No: 35%
FEMALE
Yes: 36%
No: 64%
DO YOU BELIEVE SOCIAL MEDIA IS AN EFFECTIVE CHANNEL FOR CUSTOMER SERVICE?
GERMANY
Yes: 34%
No: 67%
GLOBAL AVERAGE
Yes: 47%
No: 53%
AGES 55+
Yes: 25%
No: 75%
UNITED STATES
Yes: 39%
No: 61%
AGES 18 - 34
Yes: 65%
No: 35%
W KINGDOM
Yes: 40%
No: 60%
MALE
Yes: 43%
No: 57%
JAPAN
Yes: 45%
No: 55%
AGES 35 - 54
Yes: 49%
No: 51%
BRAZIL
Yes: 76%
No: 24%
FEMALE
Yes: 50%
No: 50%
27 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
BRAZIL GLOBAL AVERAGE AGES 55+
Less than an hour: 17% Less than an hour: 18% Less than an hour: 15%
I don’t expect a response: 18% I don’t expect a response: 22% I don’t expect a response: 41%
48 hours or less: 9% 48 hours or less: 11% 48 hours or less: 8%
24 hours or less: 56% 24 hours or less: 48% 24 hours or less: 35%
WHAT IS YOUR EXPECTED RESPONSE TIME FOR SOCIAL MEDIA QUESTIONS OR COMPLAINTS?
DIGITAL & EMERGING TRENDS
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
Less than an hour: 18% Less than an hour: 15% Less than an hour: 20% Less than an hour: 19%
I don’t expect a response: 33% I don’t expect a response: 29% I don’t expect a response: 10% I don’t expect a response: 25%
48 hours or less: 8% 48 hours or less: 13% 48 hours or less: 14% 48 hours or less: 10%
24 hours or less: 41% 24 hours or less: 43% 24 hours or less: 57% 24 hours or less: 46%
BRAZIL JAPAN FEMALEAGES 35 - 54
Less than an hour: 26% Less than an hour: 16% Less than an hour: 17%Less than an hour: 19%
I don’t expect a response: 3% I don’t expect a response: 28% I don’t expect a response: 20%I don’t expect a response: 17%
48 hours or less: 13% 48 hours or less: 13% 48 hours or less: 12%48 hours or less: 11%
24 hours or less: 58% 24 hours or less: 44% 24 hours or less: 50% 24 hours or less: 52%
28 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
IF YOU HAVE USED SOCIAL MEDIA TO ASK A CUSTOMER SERVICE QUESTION,
DID THE COMPANY RESPOND?
UNITED STATES
Yes: 84%
No: 16%
AGES 18 - 34
Yes: 85%
No: 15%
UNITED KINGDOM
Yes: 84%
No: 16%
GERMANY
Yes: 81%
No: 19%
GLOBAL AVERAGE
Yes: 85%
No: 15%
AGES 55+
Yes: 81%
No: 19%
JAPAN
Yes: 85%
No: 15%
AGES 35 - 54
Yes: 87%
No: 13%
BRAZIL
Yes: 89%
No: 11%
FEMALE
Yes: 85%
No: 15%
MALE
Yes: 86%
No: 14%
DIGITAL & EMERGING TRENDS
29 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
GERMANY GLOBAL AVERAGE AGES 55+
Very effective: 25% Very effective: 33% Very effective: 22%
Not at all effective: 17% Not at all effective: 13% Not at all effective: 13%
Somewhat effective: 58% Somewhat effective: 54% Somewhat effective: 65%
IF YOU HAVE USED A CHAT BOT FOR CUSTOMER SERVICE,
HOW EFFECTIVE WAS THE CHAT BOT AT RESOLVING YOUR ISSUE?
DIGITAL & EMERGING TRENDS
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
Very effective: 30% Very effective: 29% Very effective: 39% Very effective: 34%
Not at all effective: 12% Not at all effective: 19% Not at all effective: 12% Not at all effective: 13%
Somewhat effective: 58% Somewhat effective: 52% Somewhat effective: 49% Somewhat effective: 54%
BRAZIL JAPAN
FEMALE
AGES 35 - 54
Very effective: 44% Very effective: 17%
Very effective: 32%
Very effective: 29%
Not at all effective: 9% Not at all effective: 14%
Not at all effective: 14%
Not at all effective: 15%
Somewhat effective: 48% Somewhat effective: 69%
Somewhat effective: 54%
Somewhat effective: 56%
30 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
ASIDE FROM YOUR SMARTPHONE OR PERSONAL COMPUTER, DO YOU OWN ANY OTHER CONNECTED DEVICES
(I.E. CONNECTED APPLIANCE, CONNECTED CAR OR CONNECTED HOME ALARM SYSTEM)?
GERMANY GLOBAL AVERAGE
Yes: 32% Yes: 31%
No: 68% No: 69%
AGES 55+
Yes: 17%
No: 83%
UNITED STATES UNITED KINGDOM
Yes: 30% Yes: 29%
No: 70% No: 71%
AGES 18 - 34 MALE
Yes: 45% Yes: 33%
No: 55% No: 67%
BRAZIL JAPAN
Yes: 49% Yes: 15%
No: 51% No: 85%
FEMALEAGES 35 - 54
Yes: 29%Yes: 30%
No: 71%No: 70%
DIGITAL & EMERGING TRENDS
31 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
Wherever you sit in your organization, you are aware of the growing importance of customer experience when it comes to increasing your brand’s competitive
edge. One of the greatest daily inuences on the engagement experience comes from the quality of your customer service. Once considered a cost center, it now
needs to be viewed as and invested in for what it is – an engine that drives wallet share, brand loyalty, the future of your business. The Microsoft 2017 State of
Global Customer Service Report indicates that:
1. CUSTOMER SERVICE IS A KEY DRIVER OF CUSTOMER LOYALTY
Customer expectations are rising, and it’s critical for organizations to keep pace with those expectations in a way that’s innovative and provides a differentiated
experience. Our ndings reveal that there is a direct correlation between delivering superior customer service and brand loyalty. In fact, 96% of respondents say it’s
important in their choice of and loyalty to a brand.
This presents an opportunity for brands across the globe. There are strategies you can embrace that will drive favorability ratings of your brand, such as asking for
customer feedback, engaging via social channels, and providing proactive and predictive support. Brands that deliver on heightened customer expectations are
rewarded with higher rates of customer retention and loyalty.
2. SELF-SERVICE IS GROWING RAPIDLY, BUT KNOWLEDGEABLE AGENTS ARE MORE IMPORTANT THAN EVER
Self-service options that enable customers to resolve issues on their own should be an essential part of your service strategy. Most customers begin their service
engagement online, and rely on agents when they can’t resolve issues on their own. They engage and receive service across multiple touchpoints,
such as email, chat, and social channels, but are embracing emerging channels, such as chat bots and connected devices, as well. As a result, emerging digital
trends can quickly become important considerations in your digital customer service strategy.
Though more and more customers are relying on self-service, customers still care deeply about agent support when they encounter problems too complex to solve
on their own. When a customer encounters a service issue that self-service can’t resolve, they continue to rely on live agents to deliver a knowledgeable, effective
solution. Providing an effortless experience with seamless transitions between self-service and the agent assisted experience will lead to more impactful customer
engagement and long-term customer loyalty.
3. GLOBAL CUSTOMERS OF ALL AGES ARE DRIVING THE DIGITAL EXPERIENCE
The digital revolution is here. It spans every region and every generation. Our global respondents are engaged across multiple channels. They are mobile, and they
embrace emerging technologies. That said, watch your millennial customers carefully. As early adopters and inuencers, they will play a key role in your evolving
customer service strategy. Remember, your customers are in the driver’s seat, and it is incumbent on you to keep them engaged and satised.
TAKEAWAYS & CONCLUSIONS
31 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
32 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
© 2017 Microsoft Corporation. All rights reserved.
Microsoft Dynamics 365 is the next generation of intelligent business applications that enable your organization to grow, evolve and
transform. These applications unify CRM and ERP capabilities with purpose-built applications that work seamlessly together to help manage
specic business functions and allow your organization to transform to meet customer needs and capture new opportunities.
Service organizations are at the epicenter of a company’s ability to deliver differentiated and consistent engagement experiences. Microsoft
Dynamics 365 for Customer Service helps organizations digitally transform their service experience to more effectively engage their
customers, empower their agents with the tools they need to deliver differentiated levels of support, optimize their business processes,
and nd new ways to provide value to their customers. Our industry leading technologies, including machine learning, IoT and advanced
analytics, give our purpose-built service solution the breadth and depth necessary to address this transformation. Our solution uniquely
positions brands to capitalize on the new service economy, while building advocacy and loyalty through effortless service experiences.
Learn more at: https://www.microsoft.com/en-us/dynamics365/customer-service
Contact us to discuss your unique needs: 1.888.477.7989
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