So Many Channels, So Little Time: Insight into the ......Infographic_MappingtheCustomerJourney_v11...
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Omnichannel Basics: Start at the Website The website represents the most pivotal touchpoint to engage as that is where consumers start the omnichannel journey. “Omnichannel basics” are to equip the website to handle self-service transactions, cover a broad range of questions, and provide for a seamless escalation to assisted service. Source: [24]7 Customer Engagement Index of 3500 respondents, 1200 in the US, 2015. © 2015 24/7 Customer, Inc. All Rights Reserved [24]7 recently conducted a survey, the 2015 Customer Engagement Index, to ask about the order of channels and devices used in a customer’s omnichannel journey. 3500 respondents, 1200 in the US, were surveyed. Here are some of the highlights. So Many Channels, So Little Time: Insight into the Omnichannel Journey 64% website 23% phone call 5% mobile app 4% chat The “website accessed by a PC” is the number one channel and device where companies should enable self-service and empower consumers to complete tasks themselves. 49% personal computer 95% 24% smart phone 14% tablet 9% landline phone Omnichannel Basics: The Consumer Starts on the PC Three Channels is the New Normal of consumers will use a third channel even after starting on a website. Why should it take three channels for a consumer to get something done? Companies need to provide robust self-service in the first channel and make it easy to get assistance in a second channel. The Rise of Chat Chat is replacing email as an escalation channel as customers want to resolve their issues right then and there. For companies this means that escalation from self-service channels (website or mobile app) to assisted-service channels (phone or chat), requires new capabilities in a world of effortless customer engagement. Companies need to use chat as a strategic channel for assisted service in the customer journey. 1 2 3
Transcript of So Many Channels, So Little Time: Insight into the ......Infographic_MappingtheCustomerJourney_v11...
Omnichannel Basics: Start at the WebsiteThe website represents the most pivotal touchpoint to engage as that is where consumers start the omnichannel journey. “Omnichannel basics” are to equip the website to handle self-service transactions, cover a broad range of questions, and provide for a seamless
escalation to assisted service.
Source: [24]7 Customer Engagement Index of 3500 respondents, 1200 in the US, 2015.
© 2015 24/7 Customer, Inc. All Rights Reserved
[24]7 recently conducted a survey, the 2015 Customer Engagement Index, to ask about the order of channels and devices used in a customer’s omnichannel journey. 3500 respondents, 1200 in the US, were surveyed. Here are some of the highlights.
So Many Channels, So Little Time: Insight into the Omnichannel Journey
64%website
23%phone
call
5%mobile
app
4%chat
The “website accessed by a PC” is the number one channel and device where companies should enable self-service and empower consumers to complete
tasks themselves.
49%personalcomputer
95%
24%smartphone
14%tablet
9%landlinephone
Omnichannel Basics: The Consumer Starts on the PC
Three Channels is the New Normal
of consumers will use a third channel even after starting on a website. Why should it take three channels for a consumer to get something done? Companies need to provide robust self-service in the first channel and make it easy to get assistance in a second channel.
The Rise of Chat
Chat is replacing email as an escalation channel as customers want to resolve their issues right then and there. For companies this means that escalation from self-service channels (website or mobile app) to assisted-service channels (phone or chat), requires
new capabilities in a world of effortless customer engagement.
Companies need to use chat as a strategic channel for assisted service in the customer journey.1
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