COVID-19 has exposed a company’s ability to interact with its customers effectively, efficiently, in a wide variety of ways, and across different channels.
Today more than ever before, it has become evident that consumers are expecting to communicate with brands however, whenever, and wherever they would like to interact. Simply providing your customers with a frustrating IVR experience is not enough.
CCW Digital’s 2020 Consumer Preferences Survey found that 53% of consumers would be more satisfied if the companies they interacted with called them back at a more convenient time instead of waiting on hold, while 44% of consumers want a company to provide support via chat or text message at their own convenience.
Additionally, as a result of the pandemic, 82% of consumers have grown more comfortable using chat, messaging, email or chatbots when resolving either some or all customer support issues.
While in many cases consumers had no other choice but to interact digitally, companies are continuing to recognize the benefits of prioritizing and optimizing different forms of engagement with their customers.
Featuring market research and insights from practitioners within the CX, UX and Customer Engagement spaces, this report will cover:
- Why messaging and asynchronous engagement is crucial for companies to prioritize right now
- The difference between synchronous and asynchronous support and engagement and when both should be leveraged
- What the future holds for asynchronous engagement and what all companies should avoid when employing this initiative
- Top 4 ways your brand can elevate its messaging experience in practice