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For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone.
Related Article: Ensuring Your Agents Are Fully Operational Working from Home. Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Gen Z Has Arrived.
Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. For instance, an employee can be a stockholder; a supplier can be an employee or customer; and government officials can also be consumers.
In other words, a customer or prospect may ask a question about a product via the company’s built-in chat function on its website or through third-party platforms like Facebook and Slack, where consumers are increasingly engaging brands. Why You Need a Chat Bot Strategy. Image via Facebook (Mark Zuckerberg).
Around 54% of all consumers globally say they have higher customer service expectations than they did just one year ago. 90% of consumers expect an online portal for customer service. 88% of consumers are influenced by online customer service reviews when making a buying decision. Forrester. Microsoft. Microsoft.
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