Posted by Ayo Dahunsi
By 2018, industry analysts expect that 78% of consumer interactions will be through digital channels such as social media, self-serve options, and chat. Customer experience interactions are rapidly evolving – just like the characteristics of consumers. The new customer is always online, smarter, always informed, tech savvy, engaged, and demanding.
In a recent survey conducted by the Consumer Executive Board, four important consumer preferences were identified:
- 90% of consumers check the organization’s website before emailing or calling the organization
- 57% of consumers tried a self-serve option before calling
- 30% of consumers were still on the website when they called the contact center
- Mobile device interactions are growing – 73% of the websites are easily viewed on a mobile device, but only 4% of those websites provided text as a way of communication.
Are you prepared to interact with these consumers?
Meet with the HGS Team at the 2014 Annual SOCAP Conference to find out how we are making our clients more competitive and minimizing costs using both offline and online channels. At HGS, we work with some of the world’s largest brands by connecting front and back office processes to enhance the customer experience.
Let’s Connect at SOCAP!
We’re giving away some really cool stuff: HGS is proud to be a sponsor of the 2014 Annual SOCAP Conference in Colorado Springs, CO. Meet the HGS team at Booth 606/608 to learn about our customer experience solutions – and enter to win some really cool prizes!
We’re presenting: Join HGS and Colgate at our breakout session, Monday, Oct. 27th at 11:00am as we discuss how partnership and collaboration have led to success. Working with an outsourcing partner should be a win-win for both parties. In this session, we will discuss where we have been and where we are going as the customer experience journey continues to evolve.
We’re partying: No plans for Monday evening? Join the HGS Team at Club HGS and see how we get down!
We’re here for you: If you would like to schedule some time to meet with our team, send me an email (firstname.lastname@example.org) and we will make it happen!
See you in Colorado Springs!