Consumers increasingly want to use chat for customer service – but companies are failing to meet their changing expectations for this channel.
New research by Eptica found that nearly three quarters (72%) of consumers say a good chat experience will make them more loyal – however only 15% say they are always happy with the service they receive.
The following infographic summarises some key findings from Eptica 2017 UK Chat Study, as it examines real-world chat use by UK brands.
After two decades of experience working as a journalist and editor covering business and technology, including over 15 years as editor of MyCustomer, Neil now works as senior content manager at skills-based workforce management platform provider Spotted Zebra. ...