The data highlights the ways AI can bring 24/7 immediacy with automation and personalization. continuous communication between different communication channels
HOLMDEL, NJ, January 24, 2024–(BUSINESS WIRE)–Vonage, a global leader in cloud communications that helps businesses accelerate digital transformation and part of Ericsson (NASDAQ: ERIC), has released its 2024 Global Customer Engagement Report. The 12th annual report provides information and insights. focuses on the benefits of customer communication with friends, family and businesses, highlighting emerging trends that highlight the need for businesses to augment these interactions with artificial intelligence (AI) to give customers more control over how they interact with organizations.
The role of AI to reduce frustration and deliver great CX
UK data showed that when communicating with friends and family, Brits prefer messaging/non-SMS apps (61%), mobile phone calls (60%) and social media posts (60%). However, when it comes to communicating with businesses, these methods are not replicated, with only 20% using messaging/non-SMS apps, 21% using mobile phone calls, and 18% using social media posts.
This indicates that businesses are dissatisfied and frustrated with customer interactions because they do not offer their preferred communication methods. In fact, just under half (40%) of UK customers said they were “very satisfied” when communicating with businesses, compared to almost 60% satisfaction when asked about the way they communicate with friends and family.
Globally, consumers cited multiple frustrations such as long wait times to speak with an agent (63%), inability to speak to customer service via voice/phone (59%), lack of 24/7 support (48%) and lack of availability. self-service support (46%).
The report found that, worryingly, almost three-quarters (74%) of customers will take their business elsewhere as a result of bad experiences, and for almost half (46%) just one or two negative encounters are enough. their departure.
These findings highlight the possibilities of using AI. With tools like AI-powered virtual assistants, businesses can communicate with customers through their preferred platform and provide quick resolution, reduce frustration and ultimately provide a more targeted and personalized experience for the user, including:
Respond to urgent customer inquiries
Deliver smarter self-service at scale
Deliver intelligent IVR (interactive voice response) and skills-based routing to connect customers with the most appropriate agent to handle their queries, preventing and mitigating bad customer experience.
The report findings show that consumers are using artificial intelligence to make their experience better. In fact, responses indicate that chatbot and video chat usage is likely to more than double over the next year, with 10% using chatbots today and 23% expected to use them in the next 6-12 months. Additionally, 13% said they use video chat today, and 26% say they will use it in the next 6-12 months.
Commenting on the report’s findings, Joy Corso, Chief Marketing Officer at Vonage, emphasizes the importance of these findings in shaping the customer experience (CX): “This data highlights that businesses need an omnichannel communication strategy that empowers customers to differentiate customer engagement. They will be able to communicate seamlessly through their preferred channels. Those who do will also enable them to enhance live customer support by leveraging the powerful capabilities of artificial intelligence across communication channels such as voice, video, messaging and chat. A long way to ensure personal and real-time customer engagement at every touchpoint.”
Robin Gareiss, CEO of Metrigy, says, “Metrigy’s upcoming AI for Business Success study shows significant growth for AI-powered technologies, with 38% of CX leaders predicting 2024 will be a tipping point for AI adoption in CX, states that it is more than 17% in 2023”. “Companies that have adopted and integrated AI and automation into their CX processes have documented compelling success rates with improvements in customer satisfaction and loyalty, as well as agent efficiency. Companies that are not leveraging AI in an omnichannel environment are already at a competitive disadvantage. Creating a targeted AI strategy is critical now.”
Positive CX Creates Loyal Brand Ambassadors
It’s clear that great experiences create valuable brand ambassadors, with 56% of consumers saying they would offer positive survey feedback after a great experience with a business and 55% would share their experience with friends and family. Even better, more than half (52%) of customers report increased brand loyalty after such an encounter, and more than a third (36%) go as far as purchasing additional products.
Corso added: “This report highlights the ability of businesses using AI across communication channels to facilitate meaningful, intelligent conversations that drive loyalty, build long-term customer relationships and ultimately increase sales.”
The Global Customer Engagement survey covered more than 7,000 participants in 17 global markets. The October 2023 survey looked at the various channels customers use to communicate with friends, family and businesses, including voice, messaging apps, email, social media, chat and more. and the great value of providing excellent customer service is explored.
Read the Vonage Global Customer Engagement Report 2024 for more information.
Vonage, the global cloud communications leader, helps businesses accelerate digital transformation. Vonage’s Communications Platform is fully programmable and enables the integration of Video, Voice, Chat, Messaging, AI and Authentication into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create artificial intelligence-powered omnichannel experiences that increase sales and improve customer satisfaction. Vonage’s fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform the way they communicate and operate from the office or remotely – providing the flexibility required to build meaningful engagements.
Vonage is headquartered in New Jersey, with offices in the United States, Europe, Israel and Asia, and is a wholly owned subsidiary of Ericsson (NASDAQ: ERIC) and a business unit of the Ericsson Group Business Area called Global Communications Platform. To follow Vonage on Twitter, visit www.twitter.com/vonage. To become a fan on Facebook, visit facebook.com/vonage. To subscribe to YouTube, visit youtube.com/vonage.
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