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.