Customer expectations report: Trends and insights from 1,500 consumers about customer service

When it comes to customer service, today’s consumers aren’t thinking as much about what channels are available as they are about having a meaningful experience on the channel they’re using, and a consistent experience as they switch from one channel to another.

According to new research, consumers are more likely to make purchases if they receive personalized recommendations and get to deal with human representatives who are aware of their past interactions. In a new guide based on detailed research into the customer service expectations of 1,500 US adults, you’ll learn:

• What customers most expect from customer service reps, from the ability to see multiple interactions across channels to knowledge about past interactions
• Why nearly 70 percent of consumers say they’re treated like a ticket, not a person
• How Boomers, Gen-X, Millennials and Gen-Z differ in their customer service expectations
• How to put the focus on the channels with which your customers are already engaged

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