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The popularity of social media messaging options like WhatsApp and Facebook Messenger took off, practically overnight. Our report will help you learn how to keep up.
Download now messaging trends
Many things changed in 2020, including customer behavior . Not only did they reach out to businesses in record numbers, but many chose to do so in the same way they communicate in their personal lives: through messaging apps like WhatsApp and Facebook Messenger.
Our team of experts reviewed data from 90,000 companies using Zendesk across 175 countries with feedback from customers, agents, customer experience leaders , and technology buyers. From this information, we identified key CX trends .
In this article, you will find the main data and findings of the study. Shall we begin?
Customer communication channel trends
There are numerous customer service channels . Your communication strategy must be able to integrate them in a simple and uncomplicated way. Check out some ebook trends!
1. More channels
53% of companies that implemented a new channel in 2020 added a messaging service. Additionally, usage among support teams increased by 20% compared to 2019.
2. More dialogue
According to the customer telegram number database service ebook, support teams that have the fastest resolution times and highest CSAT ratings are 42% more likely to
to exchange messages with their clients.
3. More agility
In addition to being friendly and knowledgeable, support agents must be agile. When it comes to customer communication the budget necessary for the development of your idea channels , 52% of Latin American companies adopt messaging apps to provide faster responses.
Social Messaging Trends
Messaging businesses are rapidly increasing in success. Not only did they see the largest increase in new users last year, but the vast america email majority of these users plan to continue using them. Find out what you can do to take advantage of these CX trends!
