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.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.