60% of organisations plan to increase their investments budgets towards communications technology.
A recent Google study in partnership with Forrester Consulting found that consumers that interact with businesses want seamless communication experiences. According to the report, 68% of consumers are more likely to purchase or select a business that offers convenient means of communications.
Brands investing in asynchronous chat, wherein consumers controlled the conversation “cadence” like texts saw enhanced contact-centre efficiency and improved customer loyalty. Further, companies that offered advanced communication networks increased customer satisfaction rate by 9.5% and achieved 5% more growth.
Also, chat and messaging were found to be rapidly growing in popularity among consumers, particularly among youngsters. 34% of consumers have completed more online transactions than pre-pandemic and digital adoption among consumers jumped. Brands must enhance communication offerings on their sites, apps and other channels.
[3 minute read]