Customers are losing confidence in contact centres. They don’t want to sit through hold music or have scripted conversations. Especially when text-based messaging’s so convenient.
Webchat’s the channel of choice for 65 per cent of consumers. It’s familiar, undemanding and responsive. But customers still reach for the phone when they’re lost or confused.
Eight out of ten people think websites and applications should have a phone number on every page. Find out how new channels can complement your contact centre.