Consumers are getting more and more demanding about what they receive in terms of customer service in digital channels. Walker recently released a study which stated that by 2020, customer experience will overtake price and product as the key brand differentiator.
Consumers know that there is fierce competition in most markets and if they aren't happy with the way you treat them then they can easily go elsewhere. Customer service in digital channels currently needs some focus, especially from UK brands. eCommerce is growing, with a growth in online sales in the UK of 16.8% in 2013. However, 53% of UK consumers actually switch brand in at least one industry due to poor customer service.
This infographic outlines the current state of customer service in digital channels and draws attention to why customers currently aren't too happy. There are also some important statistics on how poor customer service and poor customer experience online contributes to basket abandonment.