Delivering A Digital Customer ExperienceFor Today's Mobile Consumer
The Digital World Brings New Expectations…
Ten years ago, customers would simply pick up the phone if they wanted to get in touch.
That’s no longer the case.
Today, by the time your customers make that phone call, they’ve most likely already tried other channels to find the answer they’re looking for.
The customer’s journey to your contact centre has changed.
And so have their expectations.
Consumers Using 3 or More Channels for Customer Care Contact
- Use of Web Self Serve 76% 76%
- Opt to Use Online Chat 56% 56%
- Opt to Use SMS Messaging 38% 38%
- Opt For Twitter Interaction 37% 37%
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Ideas and expectations around good customer experience have evolved in line with how consumers lives are evolving.
These challenges are going to become even more important.
Download This White Paper
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