White paper · 24 Nov 2017

Chat, tap, talk: Eight trends making customers’ lives easier

Our research shows how the explosion of technologies like chatbots, AI, and voice recognition provide an opportunity to build more digital customer relationships.

Two out of three people find dealing with businesses exhausting

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.

Messaging’s more popular than email and social media

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.

 

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