30 Facts
Now more than ever, personalized customer service is essential for your business growth. With additional administrative services and quick, live call answering, we can help you thrive in 2020!

86% of buyers are willing to pay more for a great customer experience.

Two-thirds of global CEOs will start focusing on digital strategies to improve customer experience by the end of 2019.

34% of companies have already undergone a digital transformation.

More than half of consumers expect a response from customer service within an hour, even on weekends.

Two-thirds of all customer experience initiatives will use IT by 2022, a jump from half in 2017.

By the end of 2020, customer experience will overtake price and product as the key brand differentiator.

By 2020, more than 40 percent of all data analytics projects will relate to an aspect of customer experience.

30% of consumers say that not being able to reach a human is the single most frustrating part of a bad customer experience.

79% of consumers prefer to interact with companies by phone compared to other options.

77% of customers believe it takes too long to reach a live agent and consumers will wait on hold for an average of 11 minutes before hanging up.

25% of customer service operations will use virtual customer assistants like chatbots, up from 2% in 2017.

The ability to speak with a human representative is the most important characteristic of any phone call, according to customers.

40% of customers prefer talking to a real human on the phone for complicated issues.

More than 80 percent of the business communications are over the phone.

1 in 3 Phone Calls. According to Consumer reports, 1 in 3 phone calls within the US is from a spam caller. That’s a problem for businesses, who aren’t allowed to use the Do Not Call list.

Customers initiating an inbound call convert 30% faster and have a 28% higher retention rate.

73 percent of consumers indicate that friendly customer service makes them fall in love with a brand.

If callers experience transfers, low-quality audio, or answering service representatives who speak sub-par English and draw from a script, they may suspect that they’re speaking with a voice services provider.

71 percent of clients will end a business relationship because of poor phone etiquette.

Over half (54%) of callers make a call in order to schedule an appointment, but they can call for many other reasons.

An average American shares a poor customer service experience with at least 15 people.

75% of customers think calling is the most effective way of getting a quick response.

70% of the customer’s journey is dictated by how the customer feels they are being treated.

Half of customers think they’re talking to the business they intended to call because their representative helps them right away (that is, doesn’t transfer them).

Businesses that deliver better customer experiences obtain revenues between 4% and 8% above their market.

70% of unhappy customers whose problems are resolved are willing to shop with a business again.

Generation Z wants customer experiences that integrate with technology, offering not only personalized attention but interactions that are instantaneous and entertaining according to customer service statistics.

Globally, 54% of all consumers say that they have higher customer service expectations than they did just one year ago.

68% of customers believe the key to great customer service is a polite customer service representative.

72% of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and have insights into their previous engagements.”

PC Executive Services offers professional, live call answering services by trained receptionists.

Since our opening in 1989, PC Executive Services set the standard for virtual assistant and administrative services.

Our receptionists at each location are HIPAA-trained notary professionals with several years of administrative experience.

You can also drop off your project at any of our Oklahoma City or Edmond locations, send us an email to admin@pcexecutiveservices.com, or give us a call at 405-848-8246.

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