The behavior of consumers is constantly changing, but lately it has felt like shifts are happening at warp speed. Instead of acting like an ostrich with its head in the sand, customer service organizations must take steps to understand the needs of their customers, how to deliver, and put the tools and strategies in place to do so.
One thing is for certain: when it comes to customer service, less effort is better. And chat often enables the most effortless experiences. In an effort to understand how brands are currently using chat, why some have not yet done so, and whether there is a disconnect between customer needs and brand expectations, Kustomer went out and surveyed over 100 CX professionals and compared these findings with our recent consumer research. Read this report to learn:
- Why consumers value chat
- Top chat adoption challenges
- The disconnect between CX organizations and consumers
- How chat drives revenue
- Data by industry and business size