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A report from 2021 shows the customer’s preference for using web forms and email is in decline, while online live chat is on the rise. 20% of customers have switched brands due to the quality of communications. Direct-to-customer voice and video will continue to be a key method for communicating with customers. Social media-based communication began to change in popularity in 2020-2021 and in 2022. The idea that you tweet for help or get updates about events through Snapchat is becoming mainstream.
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