Chat with customers, it's time to do it

In recent months, we have seen interactions in the workplace change at a pace that none of us would have ever imagined, and consequently also the relationship with technology.

The transition of consumers to digital channels is not a global phenomenon. nothing new: we have already seen a boom in e-commerce at the end of the '90s. What's new, however, is the increasing pace at which consumers are going digital and the number of options they have available to communicate across channels, devices and platforms. We are going through a period of great change for companies, in which consumers abandon old habits to acquire new ones.

A search highlighted thatchat and messaging are growing in popularity, especially among older generations. young. Consumers want their preferred channel to be fast (it's the most important factor regarding their interactions with companies) and are increasingly using chat often because they consider it more comfortable. In fact, consumers decide who to buy from based on brands' communication channels. Indeed, 68% of those interviewed stated that, being able to choose who to buy from, it is more inclined to do it from a company with which it is easy to communicate.

Companies are increasing investments in communication technologies. Concretely, 60% expect an increase in the budget during this year. This what they will do with these additional budgets is of vital importance for companies and, even if at the moment chat is an emerging technology, investing in this channel can convert into a competitive advantage.

Chat is destined to become an important part of customer support, capable of providing customers with an additional option of choice, convenience to communicate whenever they want and continuous access to a recording of the conversation.