Over the past decade, our society has undergone an unprecedented digital transformation. We rely more and more on digital devices, and with that, our expectations of businesses have changed. With the immediacy of alternative options available to us as consumers, we’ve reclaimed influence over customer service and sales experiences.
To be successful, businesses must meet consumers’ new expectations: fast and convenient customer service, self-service, personalization. The problem is that most companies do not have the resources to meet these high demands. That’s why many companies have begun to develop a conversational marketing strategy that combines the efforts of live agents and automated live chat platforms.
Here are some of the key statistics from the full report:
- 60% of people think one minute is already too long to be on hold
- 8 in 10 consumers shopped for something on their phones within the last 12 months
- 51% of people say that a business needs to be available 24/7
In this report, you’ll find a wealth of eye-opening data and insights about how consumer behavior has changed in recent years, the benefits of conversational marketing in response to those changes, and how leading companies are currently using conversational marketing strategies to grow their businesses.