Social media, email and telephone are now the most popular channels. In addition, research shows that live chat on the website is also a popular form of contact with consumers: more than 40% indicate that they have a preference for this channel. The fact is that consumers increasingly prefer digital contact, instead of contact via traditional channels such as e-mail or telephone.
Companies are also increasingly targeting the ‘new contact channels’. It has been proven that consumers prefer to use chat tools to contact a company, at every stage of the customer journey. Good customer contact is essential to answer questions from potential customers, simplify processes and bring in more sales. The aim is at all times to have and keep satisfied customers.
In the online bubble with the digital-first consumer, many channels and possible communication methods are used. However, major changes are planned for the next ten years. These changes guarantee automation, cost savings for companies and promise a smile for the customer.