<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: How COVID has Changed Contact Centers and Facebook's Big Move to Ecommerce

In this week's Conversation Round-up, Ido takes a look a the lasting effect of COVID-19 on contact centers and some of Facebook's big industry moves

Read more

Introducing The State of Customer Experience 2020 Report

Customers have gone digital, ditching traditional channels and moving to messaging. This is the new normal.

Read more

SMS vs Messaging: 4 Reasons Why Messaging is the Future

Our SVP of Marketing, Shane Mac, explains why SMS is redundant and why messaging platforms are the perfect channel for brands to deliver rich customer experiences.

Read more