In our increasingly digital, always-on world, customers expect to be able to engage with brands on the messaging channels they use every day. They look for brands invested in getting to know them, those that will tailor their services to them, and those that will remain available 24/7.
These expectations are making convenient, seamless customer messaging more of a competitive advantage than it’s ever been before. In fact, in our survey of more than 2,000 consumers in the U.K. and U.S., 73% said that convenience is extremely or quite important in delivering great customer experience (CX), while 76% said the same about speed.
