TREND REPORT : Identifying Missed Opportunities to Improve Customer Experience
Download this insightful report to learn more about consumer communication preferences and ensure your consumer engagement strategy successfully optimizes the customer experience.
"When researching a new product or service, responding to promotions/ coupons, or providing a review of a product or service, respondents preferred to use web self-service over any other method."
"... 84% of respondents expect the contextual information provided to be transferred when switching between channels."
"...web self-service will grow to 15% of interactions over the next two to three years ..."
According to a recent IDC study, consumer communication preferences are changing dramatically, in part due to the broad variety of channels now available with which to communicate and increasing expectations for customer care interactions that are simple and require little effort. This is pushing companies to better understand the customer journey, find missed opportunities for customer engagement, and create a unified strategy for communication across channels. There is also an opportunity for greater personalization of communication with customers by understanding demographic differences in preferences.