The Rise Of The Connected Customer And Their Need For Great Digital Experiences

84% of customers say their purchasing decisions are based on the quality of a company's customer support.

To achieve this, brands can:

• Streamline data from multiple service and support channels 
• Make website mobile-friendly so customers can easily navigate to customer service section 
• Integrate CRM tools with service software to enable 360-degree customer view

84% of respondents expect to interact with a customer support professional immediately after contacting a business.

To ensure speedy closure on issues, businesses can use:

• Live Chat and co-browsing to improve response time 
• AI-based chatbots and predictive intelligence to address multiple queries quickly 
• A hybrid support model where a human agent can quickly take over from a chatbot for more complex queries 
• Intelligent routing to direct customers to most suited call centre executives

71% of customers expect shopping via social media to grow over next three years.

To simplify the buying process on social, businesses can make use of:

• Shoppable posts, with in-app buying enabled 
• User reviews and product ratings that help shorten decision making time 
• 'Shop the look' feature or product tagging in stories or posts, so there is no need to search for the product 
• Post-purchase surveys that help identify, eliminate bottlenecks from buying process

80% of respondents prefer to use self-service portals for simple query resolutions, bill payments, bookings, and more.

​To enable this:

• Build an account-based, self-service portal to address non-critical queries 
• Provide access to this portal at all customer touchpoints 
• Create content (FAQs, video tutorials, audiobooks) to satisfy varied learning preferences