YouGov survey of US and UK consumers reveals that lack of consistent omnichannel experience is the biggest hurdle to faster adoption of messaging for customer service
eGain (NASDAQ: EGAN), a provider of digital-first, omnichannel customer engagement hubs, announced the findings based on a consumer survey of the use of messaging for customer service. The survey revealed that consumers love the convenience of messaging but struggle mightily with its experience silo.
Conducted by YouGov on behalf of eGain, the survey was based on responses from 1777 consumers who messaged a business for customer service in the last 12 months. When asked about their struggles when messaging businesses for customer service:
Another interesting and somewhat expected finding was the higher adoption of messaging for customer service among younger consumers. The survey found:
Finally, younger consumers had a more positive view of messaging as a customer service channel compared to other contact channels like web chat, email or phone.
"We believe our customer engagement hub enhances the value of our rich, messaging solution with our omnichannel platform powered by AI and knowledge" said Ashu Roy, eGain CEO. "Our clients in the US are rapidly activating our messaging capabilities to deliver a connected customer experience on the eGain platform. Especially exciting is the high level of interest in using our AI-based virtual assistant via messaging."
About eGain Corporation:
eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
Published: Monday, March 18, 2019
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
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