To give you an idea, customers in Latin America submit more tickets via WhatsApp than in all other regions combined , and channel volume has increased by 96% over the past year.
2. Generation gap
While the majority of respondents to the customer service eBook prefer to use the company’s own website or mobile app, we can already see changes in behavior in some age groups.
For example, Gen Zers and Millennials are already 40% more likely to use social media messaging than previous generations and increasingly expect companies to find them there.
Customers want their conversations with
Support agents to be much like the exchanges they have with their family and friends. Compared to 2019, social media messaging apps grew by 110% in 2020.
Automated Message Trends
While an automated message doesn’t solve every customer problem, the study suggests it can help meet some needs. According to respondents, AI- powered tools , such as a chatbot, can be useful for:
Receive a response outside
2. Chek a status or balance
Another finding from the customer dataset service ebook was the following: 32% of people prefer to check the status of an order or its balance automatically. In addition to greater privacy and agility, this type of functionality provides greater autonomy to the service.
of working hours (29%);
Receive a response faster (27%);
Get an accurate answer (19%);
Not talking to a human (7%).
With that in mind, the customer as you can imagine, collaborating with service ebook presents some trends in the use of automated messages for businesses. Check it out!
1. Order tracking
According to the study, 41% of customers like automated interactions to track the status of an order. This trend is particularly useful for america email anyone selling products online and wants to keep consumers informed about every step.
If you want to increase your customers’ satisfaction and keep them buying from you, we recommend reading: What is post-sale follow-up?
