Where are the customers in “Customer Support”?

I have high regard for Genesys and an extract from a recent report resonated with me so much that I wanted to share. Customer Support is all about providing an answer to a question and leaving the customer satisfied and if possible, bragging about your brand.

The chart clearly indicates that Voice/IVR is still king, with Web Chat and Email second, but the rise of mobile messaging is significant. As stated, the preference is 11% higher for mobile messaging, than its actual use, so businesses are failing to adopt the desired consumer touchpoint.

Mobile messaging is equally as good as Web Chat and considerably more convenient to the consumer. Just add automatic translation in 100 plus languages then you have a real multicultural solution

Genesys Report Extract 2019 Messaging.JPG