Improving customer experience is now a top priority for 72% of companies. To stay competitive and offer the best possible experience, it is essential to keep up with the rapidly changing customer expectations and new technologies.
To help you optimize your strategy and embrace the next trends, Dimelo has gathered a selection of the most important statistics to know.
Customer Care's role is becoming increasingly essential for consumers' choice. According to PwC, 73% of them point to Customer Experience as an important factor in their purchasing decisions.
Omni-Digital refers to the trend according to which customers exclusively use digital channels (messaging, email, social media, live chat...), without using traditional channels such as
Messaging, which offers the possibility to talk at an asynchronous pace, is the digital channel with the strongest growth. Widely adopted by customers for their personal uses, it is also very used for Customer Service. The launch of Messenger for Business in 2016 and in this area accelerate this trend.
Chatbots are one of the major Customer Care trends. After arousing high hopes and disappointing experiences, more relevant models are being developed. To make the most of this technology and face its limits, it is essential to dedicate chatbots to a specific area and combine them with a human agent.
This strategy meets
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Dimelo enables companies to manage all their digital customer care channels within a single platform. As a result, agents can manage multiple channels through a unique interface, increasing their response speed, streamlining resources allocation and levelling the flow during peak periods, ultimately impacting customer satisfaction.