{"id":3981,"date":"2023-05-23T15:54:06","date_gmt":"2023-05-23T19:54:06","guid":{"rendered":"https:\/\/easyonhold.com\/blog\/?p=3981"},"modified":"2024-02-19T12:55:40","modified_gmt":"2024-02-19T17:55:40","slug":"improve-customer-experience-2023-report","status":"publish","type":"post","link":"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/","title":{"rendered":"Improve Customer Experience 2023 Report"},"content":{"rendered":"\n<p>At the start of 2023, Easy On Hold\u00ae analyzed more than 20 published surveys, crunched the latest statistics and compiled best practices from customer experience experts. They tell a compelling story: Companies that remove friction from customer touchpoints and have real conversations will <strong>win<\/strong> in 2023. This is our Improve Customer Experience 2023 Report.<\/p>\n\n\n\n<p>Look at the stats and quotes in this report and consider whether you can improve your most <strong>popular customer contact channel, the inbound phone call<\/strong>.<\/p>\n\n\n\n<nav class=\"wp-block-table-of-contents\"><ol><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-the-importance-of-good-cx\">The importance of good CX<\/a><ol><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#good-cx-grows-revenue\">Good CX grows revenue<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#bad-cx-is-costly\">Bad CX is costly<\/a><\/li><\/ol><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-download-the-improve-customer-experience-2023-report\">Download The Improve Customer Experience 2023 Report<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#what-is-the-state-of-customer-experience\">What is the state of customer experience?<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-cx-trends\">CX Trends<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-improve-customer-experience-2023-report-reveals-customers-expect-more-than-ever\">Improve Customer Experience 2023 Report reveals customers expect more than ever<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-the-telephone-channel-still-dominates\">The telephone channel still dominates<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#share-this-short-video-describing-the-caller-experience-opportunity\">Share this short video describing the caller experience opportunity<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-managing-caller-frustration\">Managing Caller Frustration<\/a><ol><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#how-long-will-they-wait\">How long will they wait?<\/a><\/li><\/ol><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-4-ways-to-make-hold-time-seem-shorter\">4 ways to make hold time seem shorter<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-5-ideas-for-making-callers-happy\">5 ideas for making callers happy<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-conclusion\">Conclusion<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/#h-learn-more\">Learn More<\/a><\/li><\/ol><\/nav>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-importance-of-good-cx\">The importance of good CX<\/h2>\n\n\n\n<p><strong>Customer Experience (CX)<\/strong> can be described as every interaction your customer has with your company or brand. Similar terms used are <strong>Customer Journey<\/strong> and <strong>Customer Touchpoints<\/strong>. Each interaction presents an opportunity for success or failure, friction or satisfaction.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"good-cx-grows-revenue\">Good CX grows revenue<\/h3>\n\n\n\n<p>\u201cCustomer Experience leaders outperform the market,\u201d concludes HubSpot in their <a href=\"https:\/\/blog.hubspot.com\/service\/customer-experience-roi\" target=\"_blank\" rel=\"noreferrer noopener\">2022 Customer Experience ROI report<\/a>. How much more? Companies that prioritize customer experience grow revenue 1.7 times faster than those that do not. A SuperOffice <a href=\"https:\/\/www.superoffice.com\/blog\/customer-experience-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">survey concludes that 86% of buyers are willing to pay more<\/a> for a great experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"bad-cx-is-costly\">Bad CX is costly<\/h3>\n\n\n\n<p>Unhappy interactions can stall or stop sales. Surveys reveal that a shocking majority of consumers have stopped doing business with a brand due to poor service. Companies are finding it hard to catch up with growing customer expectations, as revealed in the <a href=\"https:\/\/blog.hubspot.com\/service\/state-of-service-report\" target=\"_blank\" rel=\"noreferrer noopener\">HubSpot State of Service in 2022 report<\/a>. Further, customers are more likely to spread the word about their experiences with your brand.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Satisfied customers drive financials. The cause-and-effect link between customer satisfaction and financial performance is overwhelmingly strong.<\/strong><\/p>\n<cite><a href=\"https:\/\/hbr.org\/2023\/01\/10-ways-to-boost-customer-satisfaction\" target=\"_blank\" rel=\"noreferrer noopener\">Harvard Business Review, January 10, 2023<\/a><\/cite><\/blockquote>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"459\" src=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/GRAPH-01-1000x459.jpg\" alt=\"61% of consumers will switch brands after just ONE bad Experience. 70% use customer service quality to make purchasing decisions.\" class=\"wp-image-3982\" srcset=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/GRAPH-01-1000x459.jpg 1000w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/GRAPH-01-300x138.jpg 300w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/GRAPH-01-768x352.jpg 768w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/GRAPH-01-1536x705.jpg 1536w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/GRAPH-01-2048x940.jpg 2048w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/GRAPH-01-1600x734.jpg 1600w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<p>SOURCES: <a href=\"https:\/\/cxtrends.zendesk.com\/?utm_source=press_release&amp;utm_medium=referral&amp;utm_campaign=cx_trends_2023_parent_campaign\" target=\"_blank\" rel=\"noreferrer noopener\">Zendesk CX Trends 2022 Study<\/a>, and <a href=\"https:\/\/cxtrends.zendesk.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Zendesk CX Trends 2023 Study<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-download-the-improve-customer-experience-2023-report\">Download The Improve Customer Experience 2023 Report<\/h2>\n\n\n\n<div data-wp-interactive=\"core\/file\" class=\"wp-block-file\"><object data-wp-bind--hidden=\"!state.hasPdfPreview\" hidden class=\"wp-block-file__embed\" data=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/The-Caller-Experience-Opportunity-In-2023-And-Beyond-Download.pdf\" type=\"application\/pdf\" style=\"width:100%;height:600px\" aria-label=\"Embed of The-Caller-Experience-Opportunity-In-2023-And-Beyond-Download.\"><\/object><a id=\"wp-block-file--media-e4602a9f-5a56-45e3-9caa-c6d170c60a1b\" href=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/The-Caller-Experience-Opportunity-In-2023-And-Beyond-Download.pdf\">The-Caller-Experience-Opportunity-In-2023-And-Beyond-Download<\/a><a href=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/The-Caller-Experience-Opportunity-In-2023-And-Beyond-Download.pdf\" class=\"wp-block-file__button wp-element-button\" download aria-describedby=\"wp-block-file--media-e4602a9f-5a56-45e3-9caa-c6d170c60a1b\">Download<\/a><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"what-is-the-state-of-customer-experience\">What is the state of customer experience?<\/h2>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cIf your customers are unhappy, you might be in trouble. But if you\u2019ve invested in their experience, you\u2019re well-poised to grow from their success.\u201d<\/p>\n<cite><a href=\"https:\/\/blog.hubspot.com\/service\/state-of-service-report\" target=\"_blank\" rel=\"noreferrer noopener\">Hubspot Research, 2022<\/a><\/cite><\/blockquote>\n\n\n\n<figure class=\"wp-block-table alignleft\"><table><tbody><tr><td>QUESTION<\/td><td>YES   <\/td><td>NO   <\/td><\/tr><tr><td>Have you stopped doing business with a brand due to poor customer service?     <\/td><td>68%<\/td><td>32%<\/td><\/tr><tr><td>Do you prefer to find information about a company without contacting customer support? <\/td><td>9%<\/td><td>91%<\/td><\/tr><tr><td>Do you have higher expectations for customer service now than you had a year ago? <\/td><td>88%<\/td><td>12%<\/td><\/tr><tr><td>Are you more likely today to share a positive or negative experience compared to the past?                            <\/td><td>85%<\/td><td>15%<\/td><\/tr><tr><td>Are you likely to make a repeat purchase from a company that offered excellent service? <\/td><td>93%<\/td><td>7%<\/td><\/tr><tr><td>Would you switch to a new brand after just one bad experience?<\/td><td>61%<\/td><td>39%<\/td><\/tr><\/tbody><\/table><figcaption class=\"wp-element-caption\"><a href=\"https:\/\/info.microsoft.com\/ww-landing-global-state-of-customer-service.html\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Dynamics 365 Global State of Customer Service<\/a>, <a href=\"https:\/\/blog.hubspot.com\/service\/state-of-service-report\" target=\"_blank\" rel=\"noreferrer noopener\">HubSpot: The State of Customer Service in 2022;<\/a> <a href=\"https:\/\/blog.hubspot.com\/service\/customer-acquisition-study\" target=\"_blank\" rel=\"noreferrer noopener\">Hubspot: The Hard Truth About Acquisition Costs and How Your Customers Can Save You<\/a><\/figcaption><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-cx-trends\">CX Trends<\/h2>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>88% of customers say the experience a company provides is as important as its product or services \u2014 up from 80% in 2020.<\/strong><\/p>\n<cite><a href=\"https:\/\/www.salesforce.com\/news\/stories\/customer-engagement-research\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce State of The Connected Customer, 5th Edition, 2022<\/a><\/cite><\/blockquote>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"427\" src=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/SuperOffice-CX-trends-1000x427.jpg\" alt=\"45.9% of businesses say Customer Experience is their top priority.\" class=\"wp-image-3986\" srcset=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/SuperOffice-CX-trends-1000x427.jpg 1000w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/SuperOffice-CX-trends-300x128.jpg 300w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/SuperOffice-CX-trends-768x328.jpg 768w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/SuperOffice-CX-trends-1536x656.jpg 1536w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/SuperOffice-CX-trends-1600x683.jpg 1600w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/SuperOffice-CX-trends.jpg 1623w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<p>SOURCE: <a href=\"https:\/\/www.superoffice.com\/blog\/customer-experience-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">SuperOffice: 32 Customer Experience Statistics You Need To Know For 2023<\/a><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>In 2023, consumers increasingly want their relationships and interactions with brands to be memorable and experiential. This means that brands that want to stay relevant must create customer journeys that are thoughtful, memorable experiences.<\/strong><\/p>\n<cite><a href=\"https:\/\/www.forbes.com\/sites\/bernardmarr\/2022\/11\/29\/the-top-4-customer-experience-trends-in-2023\/?sh=73114708bc78\" target=\"_blank\" rel=\"noreferrer noopener\">Business advisor Bernard Marr, Forbes Top 4 Customer Experience Trends in 2023<\/a><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-improve-customer-experience-2023-report-reveals-customers-expect-more-than-ever\">Improve Customer Experience 2023 Report reveals customers expect more than ever<\/h2>\n\n\n\n<p>The <strong>Amazon Web Services 2022 Achieving Customer Amazement Survey<\/strong> interviewed over 1,000 consumers to find out what their thoughts are about the customer experience. The results underscore the rising importance of customer experience among consumers. Source: <a href=\"https:\/\/hyken.com\/wp-content\/uploads\/2022-ACA-Study.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">The 2022 ACA Study &#8211; Shep Hyken<\/a><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>CX STATEMENT<\/strong><\/td><td class=\"has-text-align-center\" data-align=\"center\">%<\/td><td class=\"has-text-align-center\" data-align=\"center\"><strong>TREND<br>FROM<br>2021<\/strong><\/td><\/tr><tr><td>I want to easily reach an agent<\/td><td class=\"has-text-align-center\" data-align=\"center\">88%<\/td><td class=\"has-text-align-center\" data-align=\"center\"><strong>+3%<\/strong><\/td><\/tr><tr><td>I never want to be placed on hold<\/td><td class=\"has-text-align-center\" data-align=\"center\">31%<\/td><td class=\"has-text-align-center\" data-align=\"center\"><strong>+2%<\/strong><\/td><\/tr><tr><td>If I experience good service, I will do more business with a company<\/td><td class=\"has-text-align-center\" data-align=\"center\">80%<\/td><td class=\"has-text-align-center\" data-align=\"center\"><strong>+9%<\/strong><\/td><\/tr><tr><td>If I have a bad experience with a company, I will tell my family and friends<\/td><td class=\"has-text-align-center\" data-align=\"center\">76%<\/td><td class=\"has-text-align-center\" data-align=\"center\"><strong>+5%<\/strong><\/td><\/tr><tr><td>When I have an issue with your company\/brand, I will call on the phone for help<\/td><td class=\"has-text-align-center\" data-align=\"center\">65%<\/td><td class=\"has-text-align-center\" data-align=\"center\"><strong>+6%<\/strong><\/td><\/tr><tr><td>I trust a brand more if they provide an excellent experience<\/td><td class=\"has-text-align-center\" data-align=\"center\">83%<\/td><td class=\"has-text-align-center\" data-align=\"center\"><strong>+4%<\/strong><\/td><\/tr><tr><td>My preferred method of contacting a company for customer service is the telephone<\/td><td class=\"has-text-align-center\" data-align=\"center\">71%<\/td><td class=\"has-text-align-center\" data-align=\"center\"><strong>+4%<\/strong><\/td><\/tr><\/tbody><\/table><figcaption class=\"wp-element-caption\">Participants: 21% GenZ (18-25); 38% Millenials (26-44); 32% GenX (45-56); 18% Boomers (57-65)<\/figcaption><\/figure>\n\n\n\n<div style=\"height:51px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-telephone-channel-still-dominates\">The telephone channel still dominates<\/h2>\n\n\n\n<p>Learn how to reduce customer friction and frustration from wait times.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-wp-embed is-provider-easy-on-hold-blog wp-block-embed-easy-on-hold-blog\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"wp-embedded-content\" data-secret=\"zxIyrsR87q\"><a href=\"https:\/\/easyonhold.com\/blog\/call-center-queuing\/\">Why is Call Queuing so Important for Call Centers?<\/a><\/blockquote><iframe loading=\"lazy\" class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; clip: rect(1px, 1px, 1px, 1px);\" title=\"&#8220;Why is Call Queuing so Important for Call Centers?&#8221; &#8212; Easy On Hold | Blog\" src=\"https:\/\/easyonhold.com\/blog\/call-center-queuing\/embed\/#?secret=0ckCuWCmFj#?secret=zxIyrsR87q\" data-secret=\"zxIyrsR87q\" width=\"600\" height=\"338\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe>\n<\/div><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Phone calls are still the dominant contact method.<\/strong><\/p>\n<cite><a href=\"https:\/\/cfigroup.com\/resource-item\/contact-center-satisfaction-index-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">CFI Group Contact Center Satisfaction Index, 2022<\/a><\/cite><\/blockquote>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"715\" height=\"473\" src=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-01.png\" alt=\"69% contact by phone for any reason\" class=\"wp-image-3989\" srcset=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-01.png 715w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-01-300x198.png 300w\" sizes=\"auto, (max-width: 715px) 100vw, 715px\" \/><\/figure>\n\n\n\n<p>SOURCE:<a href=\"https:\/\/web.archive.org\/web\/20230514145501\/https:\/\/www.cgsinc.com\/blog\/22-customer-experience-stats-2022\" target=\"_blank\" rel=\"noreferrer noopener\"> <\/a><a href=\"https:\/\/web.archive.org\/web\/20230514145501\/https:\/\/www.cgsinc.com\/blog\/22-customer-experience-stats-2022\" target=\"_blank\" rel=\"noreferrer noopener\">CGS: 22 Customer Experience Stats for 2022 \/ June 28, 2022<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-02.png\" alt=\"81% prefer phone for customer service\" class=\"wp-image-3990\" width=\"713\" height=\"471\" srcset=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-02.png 713w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-02-300x198.png 300w\" sizes=\"auto, (max-width: 713px) 100vw, 713px\" \/><\/figure>\n\n\n\n<p>SOURCE: <a href=\"https:\/\/tech-prospect.com\/wp-content\/uploads\/2020\/10\/The-State-of-Microsoft-Dynamics-365-Customer-Engagement-Report.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Dynamics 365 Global State of Multichannel Customer Service (pdf)<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"713\" height=\"472\" src=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-03.png\" alt=\"what callers hate about calling a business\" class=\"wp-image-3991\" srcset=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-03.png 713w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-03-300x199.png 300w\" sizes=\"auto, (max-width: 713px) 100vw, 713px\" \/><\/figure>\n\n\n\n<p>SOURCE: <a href=\"https:\/\/www.einpresswire.com\/article\/592838672\/calls-not-answered-complex-recorded-messages-and-annoying-on-hold-music-are-top-customer-phone-gripes\" target=\"_blank\" rel=\"noreferrer noopener\">EIN PRESSWIRE: Calls Not Answered, Complex Recorded Messages, Annoying \u2018On Hold\u2019 Music Are Top Customer Phone Gripes \/ October 17, 2022<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"710\" height=\"471\" src=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-04.png\" alt=\"what causes friction in the contact center\" class=\"wp-image-3992\" srcset=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-04.png 710w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-04-300x199.png 300w\" sizes=\"auto, (max-width: 710px) 100vw, 710px\" \/><\/figure>\n\n\n\n<p>SOURCE: <a href=\"https:\/\/markets.businessinsider.com\/news\/stocks\/people-find-being-kept-on-hold-most-annoying-when-calling-businesses-new-data-says-1027925338\" target=\"_blank\" rel=\"noreferrer noopener\">Clutch Survey: People Find Being Kept on Hold Most Annoying When Calling Businesses, New Data Says \/ February 4, 2019<\/a><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>The results of our survey demonstrate the enduring popularity of the phone, despite the plethora of communication channels now available to us. Customers use the phone when they have an urgent or sensitive issue to discuss, so companies cannot afford to provide a poor call experience, or business will be taken elsewhere<\/strong>.<\/p>\n<cite><a href=\"https:\/\/moneypenny.com\/uk\/calltrends\/\" target=\"_blank\" rel=\"noreferrer noopener\">Eric Schurke, CEO, North American for communications group Moneypenny<\/a><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"share-this-short-video-describing-the-caller-experience-opportunity\">Share this short video describing the caller experience opportunity<\/h2>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"The Caller Experience Opportunity\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/j8rQdwOHPxE?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-managing-caller-frustration\">Managing Caller Frustration<\/h2>\n\n\n\n<p>The COVID-19 pandemic shut down face-to-face communications and fueled the investment in multichannel platforms. But because most consumers prefer the telephone channel, call centers became overwhelmed. In 2021, 90% of consumers said they had a bad caller experience in the past six months [<a href=\"https:\/\/www.replicant.com\/blog\/the-replicant-2021-contact-center-survey\/\" target=\"_blank\" rel=\"noreferrer noopener\">Replicant 2021 Contact Center Survey<\/a>].<\/p>\n\n\n\n<p>Even as technologies improve, call volume continues to rise. The<a href=\"https:\/\/web.archive.org\/web\/20230514145501\/https:\/\/www.cgsinc.com\/blog\/22-customer-experience-stats-2022\" target=\"_blank\" rel=\"noreferrer noopener\"> 2022 CGS Customer Experience Report<\/a> concludes, \u201ccompanies are still averaging a <strong>14% volume increase in call centers<\/strong>.\u201d Today\u2019s consumers expect more wait-on-hold time, and they\u2019re getting it.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>We want real conversations with real people, and aside from face-to-face meetings or video calls\u2014which people are quickly tiring of post-lockdown\u2014only the phone will do.<\/strong><\/p>\n<cite><a href=\"https:\/\/moneypenny.com\/uk\/calltrends\/\" target=\"_blank\" rel=\"noreferrer noopener\">Moneypenny 2022 Customer Communications Global Trend Report<\/a><\/cite><\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"how-long-will-they-wait\">How long will they wait?<\/h3>\n\n\n\n<p>Most consumers will hang up within the first five minutes of being \u201con hold.\u201d At the ten-minute mark, almost half of those placed on hold will have abandoned the call.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"231\" src=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-05-1-1000x231.png\" alt=\"43% of business callers will wait on hold for 1 to 5 minutes. 39% will wait from 5 to 10 minutes.\" class=\"wp-image-3995\" srcset=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-05-1-1000x231.png 1000w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-05-1-300x69.png 300w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-05-1-768x177.png 768w, https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/Telephone-Channel-05-1.png 1171w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<p>SOURCE: <a href=\"https:\/\/info.microsoft.com\/ww-landing-global-state-of-customer-service.html\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Dynamics 365 Global State Of Multichannel Customer Service Report<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-ways-to-make-hold-time-seem-shorter\">4 ways to make hold time seem shorter<\/h2>\n\n\n\n<p><strong>Long hold times generate frustration, so how can we make hold times seem shorter?<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Use the human voice.<\/strong> While callers wait, earn their attention with spoken content to satisfy the need for the human touch and conversational interactions. Only discuss topics that are relevant and helpful to the caller. When people are being helped, they don\u2019t hang up.<\/li>\n\n\n\n<li><strong>Never \u201cloop\u201d content.<\/strong> A repetitive loop of on-hold music or content quickly creates fatigue. Instead, focus on variety. Use individually packaged voiced messages of no more than 50 words, each with its own music of varying lengths. Consider using both male and female voices.<\/li>\n\n\n\n<li><strong>Don\u2019t remind callers that they\u2019re holding.<\/strong> Studies show the phrase, \u201cyour call is important\u201d will cause hang-ups. Avoid apologies and any reference to waiting. Typical, expected phrases remind callers of other unhappy wait-on-hold experiences they\u2019ve endured.<\/li>\n\n\n\n<li><strong>Do something unexpected.<\/strong> If you\u2019re able to integrate live streaming voiced messages, use topics targeted for a specific time or day, or day of the week. Imagine hearing, \u201cGood morning\u201d or \u201cTonight and every Wednesday our service department is open until six PM.\u201d<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-ideas-for-making-callers-happy\">5 ideas for making callers happy<\/h2>\n\n\n\n<p><strong>You can say alot in 30 or 60 seconds. Here are some tips to get started.<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Hold time is a golden opportunity to help callers.<\/strong> When people are being helped, they don\u2019t hang up. Start with frequently needed answers. Instead of generic on-hold messages, excite callers by talking about current events, limited-time offers, and other time-sensitive information.<\/li>\n\n\n\n<li><strong>These days, security counts.<\/strong> What steps are you taking to protect customer information? Build trust by reassuring callers that you have their best interest in mind. Talk about your standards, certifications, and be transparent about how you protect customer information.<\/li>\n\n\n\n<li><strong>Connect to and support other marketing intitiatives. <\/strong>When your audience responds to your outbound marketing messages, mirror the content in your inbound channel, your phone system. Align your marketing calendar with your messages on hold.<\/li>\n\n\n\n<li>As your contact center provides more self-help options, be sure callers hear about them. Friendly suggestions on <strong>where to get help <\/strong>belong in the queue and on-hold. While a majority of customers prefer human contact, many will accept digital self-service to solve simple problems.<\/li>\n\n\n\n<li>Many Easy On Hold\u00ae clients have discovered that <strong>the hold queue is an effective recruiting tool<\/strong>. Like word-of-mouth marketing, on-hold marketing can build your company\u2019s reputation for being a great place to work. You just might find your next great hire among customers waiting on hold.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-conclusion\">Conclusion<\/h2>\n\n\n\n<p><strong>Customer experience <\/strong>is about how you make people feel when they interact with your brand or company. With focus, good CX will build a long-term, loyal customer base, leading to increased revenues.<\/p>\n\n\n\n<p>Several revealing surveys and studies demonstrate the importance and<strong> value of focusing on CX<\/strong> in 2023 and beyond.<\/p>\n\n\n\n<p>Consumers are trending toward improved experiences and seek <strong>less friction<\/strong> at every brand touchpoint. They value experiential, yet speedy interactions that are natural and conversational.<\/p>\n\n\n\n<p><strong>Talking to a human on the phone <\/strong>is still the most preferred method of contact, but hold time generates discord. Reactions to typical on-hold experiences range from disappointment to anger.<\/p>\n\n\n\n<p>Techniques for making hold time seem shorter should be adopted, including the use of relevant and helpful voiced messages. Those on hold are already reaching out to you and are in a position to make a buying decision, creating the perfect <strong>caller experience opportunity<\/strong>.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-learn-more\">Learn More<\/h2>\n\n\n\n<p>Download our full report, which includes a complete bibliography.<\/p>\n\n\n\n<p>Also, learn about Customer Experience from our friends at <strong>LiveHelpNow<\/strong>. Their article on <a href=\"https:\/\/livehelpnow.net\/blog\/customer-experience-trends\/\">CX Trends for 2023<\/a> is invaluable.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>At the start of 2023, Easy On Hold\u00ae analyzed more than 20 published surveys and compiled best practices from customer experience experts. They tell a compelling story: Companies that remove friction from customer touchpoints and have real conversations will win in 2023. This is our Improve Customer Experience 2023 Report.<\/p>\n","protected":false},"author":1,"featured_media":4013,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[6],"tags":[159,158,156,160,157,155],"class_list":["post-3981","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-tips-1","tag-159","tag-business-trends","tag-caller-experience","tag-contact-center-experience","tag-customer-experience","tag-cx"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Improve Customer Experience 2023 Report %<\/title>\n<meta name=\"description\" content=\"From more than 20 published surveys, learn best practices from customer experience experts. Improve Customer Experience 2023 Report. 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Free download.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/easyonhold.com\/blog\/improve-customer-experience-2023-report\/\" \/>\n<meta property=\"og:site_name\" content=\"Easy On Hold | Blog\" \/>\n<meta property=\"article:publisher\" content=\"http:\/\/facebook.com\/easyonhold\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/easyonhold\" \/>\n<meta property=\"article:published_time\" content=\"2023-05-23T19:54:06+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-02-19T17:55:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/easyonhold.com\/blog\/wp-content\/uploads\/cropped-eoh_logo-light-sqr-notag-01-scaled-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"512\" \/>\n\t<meta property=\"og:image:height\" content=\"512\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Tim Brown\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Improve Customer Experience 2023 Report\" \/>\n<meta name=\"twitter:description\" content=\"From over 20 recent surveys, learn best practices for improving customer experience in your contact center. 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