Autonomy is now key for customers – in the digital age, customers expect to engage with brands on the channel of their choice, whenever and wherever. Giving customers a choice in how they interact with your brand is not just a benefit, it’s a necessity.
Beyond just being accessible, customers also want instant interactions. According to CCW Digital research, 90% of customers are more likely to support a business that delivers quick, easy and convenient experiences. The rise in digital support and self-service has given customers the confidence to expect intuitive and seamless interactions that make accessing support more convenient. Delivering this level of support isn’t necessarily easy as agents struggle to navigate disparate systems, frustrated customers and heightened emotions, but with the right tools in place it is achievable.
CCW Digital is pleased to partner with Freshworks for their latest Benchmarking Report for Freshchat Conversation Support. With this annual report, organizations can compare support performance from their industry sector and worldwide. Understanding how other companies are working to make support more accessible and productive will give leaders perspective on what strategies and technologies they should be prioritizing.
This report will cover:
- An inside look at adoption across industries
- Channel strategies for creating accessible and intuitive CX
- Benchmarks for messaging channels in 2023