Data reveals how AI enables 24/7 immediacy through automation and personalization. Continuous engagement across diverse communication channels
Holmdel, NJ, January 24, 2024–(BUSINESS WIRE)–Vonage, a global leader in cloud communications that helps businesses accelerate their digital transformation and a member of Ericsson (NASDAQ: ERIC), releases its Global Customer Engagement Report 2024. Our 12th annual report provides an overview of our data and insights. Explore customers' communication preferences with friends, family, and businesses and highlight the need for businesses to enhance their interactions with artificial intelligence (AI) to give customers more control over their interactions with organizations Emphasizing new trends.
The role of AI in reducing frustration and delivering superior CX
UK data shows that Brits prefer apps other than messaging/SMS (61%), mobile phone calls (60%) and social media posts (60%) to communicate with friends and family. However, these methods do not overlap when it comes to communicating with businesses, with only 20% using apps other than messaging/SMS, 21% using mobile phones, and social media posts. 18% use it.
This suggests that customers are dissatisfied and dissatisfied with their interactions because companies are not providing their customers with the communication methods they desire. In fact, half of UK customers (40%) say they are “very satisfied” with how they communicate with their company, compared to almost 60% when asked about how they communicate with friends and family. ) was less than
Globally, consumers say they have long wait times to speak to an agent (63%), don't have a way to speak to customer service by voice or phone (59%), or don't have access to 24/7 support (48%). %) and cited multiple complaints, including the lack of service. Percentage of self-service support (46%).
The report found that, shockingly, almost three-quarters (74%) of customers are likely to take business to another company as a result of a poor experience, and for almost half (46%) found that just one or two negative encounters were sufficient for such motivation. their departure.
These findings highlight opportunities to leverage AI. By using tools such as AI-based virtual assistants, businesses can communicate with customers via their preferred platform, provide faster resolutions and reduce frustration, and ultimately include features such as: You can provide your users with a more targeted and personalized experience.
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Prioritize urgent customer inquiries
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Deliver smarter self-service at scale
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Provide smart interactive voice response (IVR) and skill-based routing to connect customers to the best agents to handle their inquiries, preventing and mitigating bad customer experiences.
The report's findings show that consumers are embracing AI to improve their experience. In fact, responses show that the use of chatbots and video chats is likely to more than double within the next year, with 10% currently using chatbots and 23% in the next 6-12 months. is expected to be used. Additionally, 13% are currently using video chat and 26% expect to use it within the next 6-12 months.
Joy Corso, Chief Marketing Officer at Vonage, commented on the report's findings, highlighting the importance of these findings in shaping customer experience (CX). “This data highlights that to differentiate in customer engagement, companies need an omnichannel communications strategy that enables them to communicate with their customers, including voice, video, messaging, chat, and more. Leveraging the powerful capabilities of AI across communication channels also has the benefit of enhancing live customer support, which goes a long way toward ensuring personal, real-time customer engagement at every touchpoint.”
“Metrigy’s upcoming AI for Business Success survey shows significant growth in AI-enabled technologies, with 38% of CX leaders saying 2024 will be a tipping point for acceptance of AI in CX, with 2023 17%,” said Robin Gareiss, CEO of Metrigy. . “Companies that implement and integrate AI and automation into their CX processes document compelling success metrics, including increased customer satisfaction, loyalty, and agent efficiency in an omnichannel environment. Companies that are not using AI are already at a competitive disadvantage, and establishing a targeted AI strategy now is essential.”
Positive CX creates loyal brand ambassadors
56% of consumers say they are more likely to provide positive feedback in a survey after a great experience with a company, and 55% say they would share that experience with friends and family. It is clear that creates valuable brand ambassadors. Even better, more than half (52%) of customers report increased brand loyalty after such an encounter, and more than a third (36%) go so far as to purchase additional products. Masu.
“This report shows that businesses that leverage AI across communication channels can foster meaningful, intelligent conversations that strengthen loyalty, build long-term customer relationships, and ultimately increase sales,” said Corso. We emphasize that we are capable,” he added.
The Global Customer Engagement study included more than 7,000 participants across 17 global markets. The study, conducted in October 2023, highlighted the various channels that customers use to communicate with friends, family, and businesses, including voice, messaging apps, email, social media, and chat, and provide excellent customer service. We investigated the immense value of doing.
For more information, read the full Vonage Global Customer Engagement Report 2024.
About Vonage
Vonage is a global leader in cloud communications, helping businesses accelerate their digital transformation. Vonage's communications platform is fully programmable, allowing you to integrate video, voice, chat, messaging, AI, and verification into your existing products, workflows, and systems. Vonage conversational commerce applications enable businesses to create AI-powered omnichannel experiences to 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 businesses to transform the way they communicate and operate from the office or remotely, enabling meaningful engagement. Give you the flexibility you need to create.
Vonage, headquartered in New Jersey with offices in the United States, Europe, Israel and Asia, is a wholly-owned subsidiary of Ericsson (NASDAQ: ERIC) and a business area within the Ericsson Group called Global Communications Platforms. To follow Vonage on Twitter, please visit: www.twitter.com/vonage. To become a fan on Facebook, visit facebook.com/vonage. To subscribe on YouTube, visit youtube.com/vonage.
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