• Consumers love messaging for customer care… but hate its experience silo

    960 640 Stuart O'Brien
    Conversational marketing

    Consumers love the convenience of messaging but ‘struggle mightily’ with its experience silo, according to a new study.

    Conducted by YouGov on behalf of eGain, the survey was based on responses from 1,777 consumers in the US and UK who messaged a business for customer service in the last 12 months.

    When asked about their struggles when messaging businesses for customer service:

    • 43% hated repeating information across agents or when escalating to other channels;
    • 28% struggled with the speed of response; and
    • 23% were stumped by the relevance of response.

    Another interesting and somewhat expected finding was the higher adoption of messaging for customer service among younger consumers. The survey found:

    • 39% adoption for the 18-34 age group;
    • 32% for the 35-54 age group; and
    • 20% for the 55+ age group.

    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.

    • 37% in the 18-34 age group were more satisfied with messaging than other contact channels; versus
    • 23% in the 35-54 age group; and only
    • 18% in the 55+ age group.
    AUTHOR

    Stuart O'Brien

    All stories by: Stuart O'Brien

    Leave a Reply

    Your email address will not be published.