The new “omnichannel customer” uses a mix of contact solutions, with demand for social media solutions growing the most among millennials. At present, 82% of consumers phones suppliers of goods and services, with a further 62% turning to email. Perhaps more striking, however, is the 20% who contact suppliers via Facebook; this climbs to 29% of 18 to 34 year olds.
These are findings from a new survey, titled “The Omnichannel Evolution of Customer Experience”, released by Spider Marketing and commissioned by Altitude. It details the behaviors and attitudes of more than 3,000 consumers in Latin America and Europe towards customer contact channels.
The report also highlights the rise of the multi-channel, multi-device customer, the rise of consumer expectations and an emerging ”punish or promote” culture as people share their experiences. Companies increasingly need to support mobile access with multi-channel customer contact solutions or face losing out future customers to the competitors who do.
Download the “Omnichannel Evolution of Customer Experience” Report and learn about the 2016 trends on consumer behaviors and expectations for omnichannel customer service solutions .
