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81% think organisations should always offer
different channels to meet their needs
Source: Chat, tap, talk: eight key trends to transform your digital customer experience. Digital customer 2017 research, BT, Cisco, and Davies Hickman Partners, 2017. British Telecommunications plc 2017
Digital customer journeys
58% say they get a
quicker response with chat than by
e-mailing or calling
Messaging mania
Chatbot wonder
80% are open to using chatbots for quick and simple queries
70% want to transfer
a chat from social media to phone without dialling
Social media momentum
Seeing is believing
Chat, tap, talk: eight key trends to transform your
digital customer experience
42% will use YouTube over Google to
research a product or service
(32% in 2015)
Phone boosts digital service levels
81% say a phone number should be on every web-page or App
Simple security
68% say they would
have bought more if payments were
more secure
One-step ahead service
78% like it when
organisations notice they need help
and contact them directly
www.bt.com/ChatTapTalk
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