Last year we saw a digital revolution in the way that customers interacted with brands. That revolution was messaging. You might be thinking that messaging is neither a new nor mind-blowing tool... but it is not the tool itself that is revolutionary, instead it's the way we are using it.
Consumers are 18% more likely to reach out with a service enquiry on a digital channel in 2019 than they were in 2018. 62% of consumers said they are more likely to be a repeat customer of a brand if that brand responded to their questions on digital channels (compared to 50% in 2018).
Put down the phone; we're tired of listening to awful 'hold music' waiting for a 'customer service representative'. Customers are abandoning customer service calls in exchange for social channels and apps. In 2018 messaging became the most preferred channel for customer service. The tech itself has improved and evolved to the point where AI and chat bots are becoming a help and no longer a hindrance. Chances are you've interacted with a bot without even noticing it! This has allowed digital customer care to transform into a more holistic customer experience.
Consumers are 18% more likely to reach out with a service enquiry on a digital channel in 2019 than they were in 2018. 83% of customers said their expectations for digital customer service are higher today than they were a year ago.
Recent research told us that 66% of customers who switched brands did so because of poor customer service. So you can see it's vital to get a handle on your customer service channels. Customers are expecting an ease of communication with brands on the same level as messaging a friend.
75% of consumers now prefer to engage with a brand over private messaging channels that traditional channels. 50% of those surveyed said they do not mind bot augmented services as long as their issue is resolved.
Social media itself has evolved with this new need for enhanced customer care channels. Facebook, for example, has made it easy for any brand to incorporate chat features with 'Messenger' and in the past 12 months, more than 8 billion messages were sent between businesses and customers.
At Araminta Marketing we always include digital customer service tools and management as part of a complete digital marketing strategy - from integrating website chatbots to WhatsApp customer service channels or using DM voice notes to communicate with customers on Instagram.
If you want to know how we can help your brand find it's voice, put our messaging to the test with our chatbot! Or email emma@aramintamarketing.com
[data from Conversocial State of Digital Customer Experience Report 2019]