2018 Customer Service | Microsoft Dynamics 365

2018 State of Global Customer Service Report

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The customer service landscape is changing rapidly, but one constant is that companies focusing on high-quality customer service have a competitive edge in their market, and see positive impacts on their brand, revenue, and customer loyalty. Microsoft Research surveyed 5,000 consumers across Brazil, Germany, Japan, the United Kingdom, and the United States and found that customer service influenced brand choice and loyalty for 95% of participants. The 28-page Microsoft State of Global Customer Service report offers actionable data on:

  • Building brand loyalty through exceptional customer service
  • Improving customer satisfaction by incorporating social media into your customer service strategy
  • Addressing the expectations of the millennial customer segment
  • Offering an omni-channel experience—such as email, live chat, phone, and text messaging—based on customer preferences
  • Avoiding common frustrations and providing tools for quick resolutions

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