The new rules of customer engagement

Customers today have the option to choose from multiple brands. So, to provide the best possible experience and get customers to stay, brands must get proactive and personal with the customer service. Over the years, multiple new channels have sprung up and customers expect brands to be present across all channels while keeping the experience seamless. All this without having to go through the rigmarole of having to repeat themselves or being redirected to multiple people.

We recently conducted a survey about this among 3000 consumers across the world, and found that there is a growing need for multichannel support across geographies. We also found that live chat is increasingly becoming a preferred option.

Here’s a sneak peek into the findings of the survey: