<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.

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

 

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

This Week: Our Internal COVID-19 March Update

This week, I'm sharing a note we sent to the Conversocial team about COVID-19 and what we're doing across the company.

Read more

How to Solve Contact Center Volume Spikes with Data and Analytics

Due to COVID-19, brands are receiving inbound messages in unprecedented volumes. Here's how we used data and analytics to solve their customer experience issues.

Read more

How We're Supporting Businesses, Governments, and NGOs During the Pandemic

We looked hard at ways we can help other businesses during these challenging times and here's what we are doing to help...

Read more