Building the organization of the future.
The world’s most successful companies in recent years have been those that have placed customer-centricity at the heart of everything they do, from product design to sales and support.
This study, that we produced in partnership with Corinium, is designed to give an overview of the challenges, opportunities and technology requirements facing those responsible for building a customer-centric organization. Key findings include:
76% of respondents say their customers have higher expectations for digital customer service over social messaging channels today than you did a year ago. However, alarmingly, 26% of respondents say their business isn’t prepared for the increased levels of service requests set to come via customer messaging apps.
51% of respondents say they have implemented Messenger, and 87% have implemented Twitter DM, as support channels. And 96% of respondents are looking to implement Apple Business Chat, and 79% WhatsApp, as support channels within the next 12 months.
Bots and AI will continue to play an important role in customer experience delivery. With 73% of respondents saying it will be ‘somewhat important’, and 9% ‘very important’, as a business priority in 2019.
“With over 4 billion consumers already using Social Messaging apps, ask yourself what you as a business need to be able to manage these conversations at scale. With our help, you too can join the Social Messaging revolution.”
Ido Bornstein-HaCohen
Chief Operating Officer, Conversocial
With new social messaging channels opening up for business (including Whatsapp and Apple Business Chat) and the rapid development of artificial intelligence, it’s becoming easier and easier to provide an effortless customer service experience without needing to just spend more money on agents.
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Chatbots may have been over-hyped at first, but as artificial intelligence improves, their usefulness as a support tool has grown increasingly clear.
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The latest in Conversocial's series of comprehensive annual analysis of your customers' digital care expectations. Our 2019 Definitive Guide will help you prepare for the Era of Social Messaging with practical advice, industry best practices and corporate know-how.
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