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With the long lasting, and perhaps permanent, emergence of trends such as online shopping, remote work and self-service, customer service departments are looking for new ways to resolve pain points while also improving the experience.

In fact, according to a recent study, 96% of businesses said they now prioritize using the customers' preferred channel, regardless of which one they contact an organization on, or where the agent is getting the data from. 

Open this study to see some featured insights on how to tackle changes in customer behavior, reporting on:

• Increased consumer preference in mobile CX
• The emergence of chat apps
• Personalization over selling
• And more.

Vendor:

Infobip

Posted:

Dec 30, 2021

Published:

Feb 23, 2021

Format:

PDF

Type:

White Paper