There has been huge growth in artificial intelligence (AI), bots and automation technologies in recent years, as well as a distinct rise in new messaging channels. This report gauges what customer service executives think of these technologies and how prepared they are to implement them.
“Today’s customer is digitally savvy and expects customer service on their terms, in the moment and effortless. But brands are still forcing customers to archaic channels, making them navigate through seemingly endless automated call menus or wait at their laptops for a live chat agent to respond.”
We’ve seen many brands hide their messaging capabilities within their app rather than integrating with popular private messaging channels such as iMessage, WhatsApp and Messenger.Read more
The days of SMS are over. It's time for brands to move to messaging.Read more
The concept of website-less customer experience is perhaps a bit far off for most brands, but it could be the future.Read more