With this year well underway, there is no doubt that customer care has taken a leap into the digital world. Customer expectations are climbing and the success of any brand will ultimately entail navigating the complex customer-centric marketplace.
Last year, messaging burst onto the customer service scene and matured to the preferred service channel for many; bots and AI evolved beyond their hype-cycle and actually became useful (when done right); and consumers embraced private service channels over public venting and brand bashing. All these developments, powered by platform providers and customer preferences alike, resulted in customer engagement undergoing a digital transformation: getting more centered on messaging channels and moving away from ‘care’ only to encompassing the holistic customer experience as we know it—sales, marketing
Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over digital channels. In this report, you will understand why:
83% of respondents have higher digital care expectations today then they did a year ago
AI will continue to gather momentum, with 50% of respondents indicating that they no longer mind experiencing a bot-augmented service interaction.
- 75%of respondents prefer to use private messaging over traditional channels.
"In 2019 and beyond, it’s no longer an option for brands not to invest in their customer care functions. With so many options for the consumer of today, extending efficient and quick experiences to your customer base is imperative. Forward thinking brands who innovate and harness emerging technology such as automation, bots and voice, in line with platform changes and capabilities, will win the race for the digitally empowered customer"
This is the year that offering digital care pathways should mature and evolve to fully meet consumers’ expectations. It's time to make it easy for brands and consumers to connect, just as easily as messaging a friend.
Want to know more? Get a copy of The State of Digital Customer Experience Report 2019 now.