Consumers expect companies to be available at all times and provide quick responses via various channels, including via social media and video. This was a result of a study entitled “Autonomous Customer 2015”, which BT and Avaya conducted with 5,500 participants in ten countries.
According to the study, customers around the world want a seamless transition between communication channels. This also includes the possibility, while visiting the website, of contacting customer support via web chat (71%) and the options of switching from social media to the telephone (63%) or from a web chat to the telephone.
Approximately 70% of those surveyed said that they would not wait any longer than a quarter of an hour for a response. Transactional websites enable mobile apps and social media companies to offer their customers the support they desire round the clock.