62% of Americans are looking to shop online this holiday season, according to The Harris Poll study.
Organisations would do well to digitise their customer services to offer targeted, tailored, and intelligent messaging as more consumers connect with brands digitally. Incorporate consumer-initiated chat to engage consumers throughout their customer journey and leverage features like suggested replies and photos to improve the customer experience (CX).
Providing options like “click to call” or digital voices, while encouraging consumers to engage via digital channels can help brands effectively streamline consumer services. These channels could include chat and digital voice, among others.
Brands can also use intelligent chatbots or knowledge-based articles to automate responses for common consumer queries. Diverting consumers from phone to messaging and chatbots via interactive voice responses can save costs and improve CX.
[2 minute read]