Chatbots are expected to be able to help round-the-clock with instant service for simple tasks, but aren’t perceived to be the best channel for more complex inquiries. Chatbots have yet to find broad appeal among consumers, though they do have a user base: 15% have used them to communicate with businesses during the past year.
More than one-quarter of Alexa owners have asked their device about deals, recent research has revealed. Now, new data from Google and Peerless Insights indicates that Smart Speaker owners are most interested in receiving information about deals, sales and promotions from brands.
Online shoppers are increasingly taking advantage of live chat options when shopping online, reports UPS in the 5th installment of its 2017 Pulse of the Online Shopper research series. Some 42% see live chat as an important customer service option when shopping online, according to the study.
Companies around the world are facing an ‘authenticity gap’ as they fail to meet customer expectations in key areas that drive authenticity, such as value and customer care. Trouble is, companies are considered the least credible when they’re talking about those particular areas.
Among the almost three-quarters of respondents with a customer community, customer listening and research emerges as a far bigger goal than sales.
Marketers are continuing to prioritize the customer experience, focusing on making it more valuable, relevant, and easy to understand.
This infographic by Meltwater illustrates the many duties and roles of a social media manager.
In a reversal from past research consumers are more likely to share good experiences than bad ones.
Nearly seven in 10 US internet users surveyed by social media analytics and monitoring service Sprout Social in April 2017 were annoyed when brands used slang on social media.
A recent study from Sprout Social shows that brands need to strike a very delicate balance with their social media promotions or risk losing their followers.