Digital Consumer Interaction Report

The customer service and contact centre experience your business delivers has never been so important to customer loyalty and brand differentiation.

The question is, are you investing in the right technology and innovations to deliver the experience the modern consumer demands?

Key insights include:

• Adoption of digital communication channels, especially around customer service is not as advanced as businesses may suggest.

• Consumer expectations are sky high, 67 per cent of consumers believe their enquiry should be answered in less than 5 minutes.

• 78 per cent of consumers would be willing to wait longer for enquiries to be answered provided they get an acknowledgement of their enquiry over digital messaging channels.

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