The COVID-19 pandemic has had an irreversible impact on the way the world does business. Over the past year, companies have had to shift to Latest Mailing Database digital-first ways of working overnight; supply chains and distribution facilities around the world have been significantly disrupted; and, amid all this uncertainty, consumers have (understandably) been more anxious and frustrated than ever. As a result of these unprecedented changes and challenges, the way businesses and consumers interact with each other – and form relationships – has also undergone a transformation. The channels we use to communicate have changed dramatically, and customer expectations for fast, personalized support are higher than ever.
Therefore, businesses need to understand their customers and meet their high standards if they want to stay competitive. "How can you ensure that your support team is always delivering personalized and conversational support at scale?" » As customer support becomes increasingly digital, how can you ensure your support team continues to deliver personalized, conversational support at scale? And as support managers and decision-makers, how should you manage this transition to prepare your team, your organization, and your customers for long-term success? We commissioned Forrester Consulting, an independent research firm, to dig deeper into these questions and explore how conversational experiences fuel customer retention and business growth for large enterprises.
In April 2021, they surveyed more than 500 global customer service decision makers – executives, vice presidents, directors and managers – across EMEA and the US, to learn more about the Latest Mailing Database changes they observed and how their sustainability. their customer support strategy with conversational support. The resulting study, Drive Conversational Experiences for a Future-Ready Customer Support Strategy, found that: Messenger-based support is now the second most used support channel .53% of support teams have seen an increase in support requests since the hit of COVID-19.71% of support managers and decision makers believe the pandemic will have a huge or large impact on how they approach customer support in the long term.