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The State of Digital Customer Care 2018

The latest in Conversocial's series of comprehensive annual analysis of your customers' digital care expectations.

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What’s inside

The report addresses the key consumer behaviors and trends impacting the state of digital customer service in 2018 for your brand. Get 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

 

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BRANDS FEATURED IN THIS REPORT
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“Bots and AI will play an ever-increasing role in delivering efficient service at scale, especially when we consider the ever-increasing consumer demand for real-time responses where 37% of customers expect a response in under 30 minutes, 31% in under 2 hours and 26% in under 4 hours. 26% of global respondents also mentioned receiving a timely and speedy response as the most important aspect of receiving good digital care.”

Chris Venus

Vice President of Professional Services, Conversocial

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