3,000 customers surveyed in Europe and Latin America
More than 35 key findings that prove the omnichannel evolution
Customers’ expectations for omnichannel customer contact options are growing
Mobile dominates customer contact with a brand on social media and email
Customers ‘promote or punish’ ethos creates huge mobile challenge for brands
Key findings in the report* include:
- Over 80% of customers expect a company to respond within 24hours after posting on Social Media
- 1 in 5 customers use social media to contact a company, 3 in 5 use email
- 29% of customers younger than 34 contact suppliers via Facebook.
- 3 in 10 customers, 31%, expect a reply to an email within an hour
- 3 in 5 social media users contact businesses through their mobile
This Report provides valuable insight to any business focused on meeting customer expectations.
Download it now to anticipate to the demands of your tech-savvy, always connected customers.