While the phone still tops the list of preferred channels for customer service, preferences are shifting towards live chat and messaging. This shift is strongly influenced by the way consumers communicate in their personal lives. Limited service hours, long wait times and the frequent struggle with interactive voice response (IVR) systems also play a part.
Voice interactions not only frequently disappoint today’s consumers, they are also very expensive: in 2017, companies spent over $1 trillion on handling customer service calls.
In addition to the actual cost to serve, companies need to factor in the price of delivering a bad customer experience (CX). With 89% of companies now competing primarily on CX, meeting customer expectations will have to be high on every company’s agenda.
IMImobile is a communications software provider whose solutions enable enterprises to automate digital customer communications and interactions to improve customer experience and reduce operating costs.Gresham House Strategic PLC (LON:GHS) has a 12% ownership of IMImobile plc as of June 2018.