We are living in an era of constant digital bombardment (social media alerts, push notifications, unsolicited emails, robocalls, etc.) coming from all sorts of applications and websites. One study found that users receive on average over 63 notifications per day. Keeping up with all the information is causing a wave of communication burnout.
Hence, consumers seek out more personalized, authentic conversations. Whether it is through the front office or the storefront, the website or the customer service line, over text, email or social media, companies need to know how their customers engage to provide a consistent experience. This engagement consists of all the touchpoints that organizations define with their customers, from marketing and sales to service and support. For over 30 years, contact centers have served as the primary interface for conversations between businesses and their customers. 75% of the businesses’ touch points are customer service interactions. As a consequence, companies must rapidly adapt to connect with customers and go beyond the contact center, extending it to other areas of the business that are typically not considered part of it.
