[Infographic] The Evolution of Customer Engagement – 2018 Benchmark Study

Digital Transformation + Customer Engagement

There are now many possibilities for customer engagement. Today’s brands and their customers communicate with each other in a variety of ways including face-to-face conversations, phone calls, emails, messaging apps, social networks, live chat solutions, mobile apps and other channels. But shoppers prefer some channels more than others. 

With technology driving changes to the way people communicate with one another, this is changing the way consumers interact with brands. Consumers have higher expectations for quick, authentic real-time interaction with brands. To address this challenge, business leaders are amplifying their investment in innovation to ensure the customer is always first.

We are curious to know more about the shift in the consumers’ preferences for interaction. For this reason, iAdvize commissioned Researchscape International to conduct a survey. Our objective is to gain insight into consumers’ preferences for digital and traditional channels to interact with brands. As a result, we discovered several key findings to help business leaders effectively utilizing the latest advances in technology to optimize conversion rates and the ROI. Learn more by reading the newly-released 2018 benchmark study by clicking here.

Brands Aim To Create Unique Experiences

Chat solutions have become popular over the past few years, being preferred over phone calls or emails by online shoppers as according to a Nielsen study,  In fact, 65% of the Millennials and Gen Xers would rather use live chat instead of phone or email. Many brands have implemented live chat solutions on their websites, however, not all offer the same quality of customer engagement. Strong brands seek opportunities to create differentiated, unique personalized engagement to ensure the customer has a great experience interacting with their company.

A Seamless, Intuitive Customer Experience 

Brands are struggling to provide their customers with the experience they dream of! How can brands match their customers’ expectations using live conversational marketing on their sites? How can a brand differentiate their customer experience? How can brands deliver a conversational marketing experience defined as seamless and perfectly useful for both brands and their customers?

Discover answers to these questions in the following infographic unveiling insights from a survey conducted among 2,000 US based consumers during 2018.

The Evolution of Customer Engagement – 2018 Benchmark Study

You can download the infographic right here.

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