With so many touch points for customers currently available, understanding their expectations and experiences is vital in delivering a quality Omni Channel experience.

A recent study carried out by Zendesk, surveying 7,000 across 7 continents explored customer experiences and expectations.  Understandably this will differ by region, however the findings do show the importance of Multi Channel customer interactions and providing a seamless service is vital to its success.

Another interesting finding from the report was how 75% of shoppers would return to companies with good customer service.

In addition 56% of those surveyed would recommend companies to their friends and families based on their customer service experience alone.

Click on our infographic below to download the PDF version to view a summary of their findings.