Poorly planned digitization makes it harder for customers to get support

Most businesses now offer their customers multiple means of getting in touch, with many providing online chatbots as a customer service channel. But new research released by Twilio shows that without taking advantage of first-party data to understand their customers and personalize their approach, businesses are missing key opportunities to engage. The research examines the methods of contact offered by 100 of YouGov's most popular UK brands and finds that 48 percent now offer online chatbots. However, 18 percent have cut their phone lines, despite 87 percent of customers wanting to speak to a person directly to solve a query.… [Continue Reading]