The State of Digital Customer Care 2018
The latest in Conversocial's series of comprehensive annual analysis of your customers' digital care expectations.
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
BRANDS FEATURED IN THIS REPORT
“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
