<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=822753331186041&amp;ev=PageView&amp;noscript=1">

The State of Digital Customer Care 2018

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

Read the Report
ThreePage_Placement_SOD-01

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

 

Download Now
4-StateOfDigitalCare2018-WhatsInside
BRANDS FEATURED IN THIS REPORT
Logo-Accenture-2016 facebook-bw
“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

More from the Social Messaging experts

How Will Big Financial Brands Compete With Fintechs?

Today, established financial brands are beset by upstart competitors offering simple alternatives to throngs of young consumers who don’t share their parents’ affinities for big marble columns. This is the new experience economy, and it comes with an entirely new set of rules.

Read more

2018's Digital Transformation Has Made 2019 a Digital World

We hardly need to tell you that in today’s day and age, technology plays a huge part in our everyday lives. Just consider how many hours you and your peers spend on smartphones, in front of computers, or interacting with touchless interfaces...

Read more

Introducing The State of Digital Customer Experience Report 2019

With changing consumer expectations and technological advancements propelling us into a digital world, how are brands meant to keep up to deliver the most friction-free customer experience? The State of Digital Customer Experience Report 2019 is here to help...

Read more