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The State of Digital Care 2018

A comprehensive analysis of your customers' digital care expectations

The report addresses the key consumer behaviors and trends impacting the state of digital customer service in 2018 for your brandGet your copy to understand why:

  • 81% of respondents have higher digital care expectations today then they did a year ago
  • Digital care volumes continue to grow, with over a third (37%) of customers surveyed having used digital channels for a service enquiry 
  • Over half of respondents (59%) still prefer a human resolution to that of a bot