With the recent acceleration of digital transformation, allowing customers to communicate with your organization in the easiest way possible is the starting, and perhaps the most crucial, point in their journey.
When customers reach out, they either get in touch using their preferred channel of communication, or – perhaps surprisingly – the channel through which they’ll receive help or feedback from the organization the quickest. This channel might not be their favorite, but they resort to it because it’ll yield the desired results at full speed.
This eBook discusses the rising preferences for human-assisted channels, as well as different ways to adapt CX and VOC strategies to customer behavior. Download this eBook and see how enabling digital channels like messaging can improve the overall customer experience.