Post by account_disabled on Dec 3, 2023 3:19:05 GMT -8
43% of brands provide no response on the digital channels they make available to consumers (E-mail, Chat, Twitter and Facebook). The worst results were observed on Facebook (nearly 50% of unanswered questions). Note that in 2016, only 14% of brands provided no response on these channels. What about Self-Service? Almost a third of the basic questions that Internet users ask cannot be answered this way. Performance on the rise, since in 2016, 45% of questions remained unanswered.
The majority of brands offer 2 contact channels Only 7% of the brands studied offer consumers the opportunity to communicate on 4 channels (Email, Chat, Facebook, Twitter). The majority Buy Bulk SMS Service of companies (48%) make 2 channels available to consumers, and a third of them converse on 3 channels. Finally, 12% of brands only offer one dialogue channel ! No notable developments compared to last year on this point. In 2016, Eptica observed that 6.5% of brands offered 4 contact channels.
Personalization, empathy and contextualization are lagging behind New in this study: the quality of conversations was studied on the basis of 5 criteria and obtained a good average of 81/100. The conversations met expectations and were therefore judged overall relevant (score of 85/100). Responses are provided within a reasonable time frame* (84/100). On the other hand, the more emotional criteria, key to the customer experience, are rated less well: personalization obtains the lowest score (77/100), followed by empathy (78/100) and contextualization (80/100).
The majority of brands offer 2 contact channels Only 7% of the brands studied offer consumers the opportunity to communicate on 4 channels (Email, Chat, Facebook, Twitter). The majority Buy Bulk SMS Service of companies (48%) make 2 channels available to consumers, and a third of them converse on 3 channels. Finally, 12% of brands only offer one dialogue channel ! No notable developments compared to last year on this point. In 2016, Eptica observed that 6.5% of brands offered 4 contact channels.
Personalization, empathy and contextualization are lagging behind New in this study: the quality of conversations was studied on the basis of 5 criteria and obtained a good average of 81/100. The conversations met expectations and were therefore judged overall relevant (score of 85/100). Responses are provided within a reasonable time frame* (84/100). On the other hand, the more emotional criteria, key to the customer experience, are rated less well: personalization obtains the lowest score (77/100), followed by empathy (78/100) and contextualization (80/100).