#contactcenterworld, @Clickatell
99% of Customer Service Executives Recognize Using Chat with Customers Strengthens Customer Experience
Clickatell's new Chat Commerce Trends Report finds 88% of CX leaders agree that using chat channels for payments will help meet revenue goals
Clickatell, CPaaS and Chat Commerce provider, launches its latest Chat Commerce Trends Report, revealing 99% of customer service executives recognize benefits to using chat with customers to bolster customer experience and drive revenue and growth for their businesses.
Customer service teams are increasingly responsible for revenue with 81% saying they are compensated based on performance and sales within their teams. These executives are facing challenges in achieving results with 95% saying there are technology or process challenges in their departments hindering success. Notably, 43% said their customers find their payment technology hard to use, and 41% said reporting and analysis is disjointed.
"Revenue-generating responsibilities of customer service departments have significantly increased, while many of their technical capabilities have remained the same," said Pieter de Villiers, Co-Founder and CEO at Clickatell. "With rising revenue expectations should also come the tools and investments that help customer service departments meet them. Chat Commerce providing seamless and secure engagement and transactions that allows representatives to support customers along their entire path to purchase, while also encouraging the opportunity for increased sales."
Customer service executives trust chat for sales and payments
Overwhelmingly, (96%) of customer service teams in these revenue producing departments are responsible for taking payments from their customers, and yet, more than half still use antiquated processes, such as sending a bill or invoice (60%) or taking credit cards (53%). 97% of leaders agree customer service teams would benefit by using chat-to-pay technology and nearly half (48%) of organizations that don't currently accept chat payments plan to do so in the future. Additionally, 88% of leaders agree that using chat channels for payments will help meet revenue goals; 97% said that chat payment investments pay for themselves.
WhatsApp, Google Chat and Facebook Messenger are the chat apps most used by customer service teams:
99% surveyed find a significant number of benefits when using chat with customers including the following:
The survey findings also noted that email (30%) and chat apps (27%) are the most preferred channels for customer service agents, while phone calls (19%) are least preferred.
About Clickatell:
Todays' consumers spend more time on chat like text, Instagram, Facebook Messenger, and WhatsApp than apps, and they expect a high degree of convenience in the way brands serve them. With offices in San Francisco, Toronto, Cape Town, and Lagos, Clickatell serves more than 15,000 global brands, ranging from Fortune 500 organizations to well-known consumer brands and small businesses in over 220 countries worldwide.
Published: Monday, April 4, 2022
2.) | Pointel CCaaSSync – Contact Center Disaster Recovery Solution CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure. Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha... (read more) |
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall