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<form method="get" action="https://www.egain.com/" class="header-searchform">
  <input type="search" name="s" autocomplete="off" value="" placeholder="Type then hit enter to search...">
</form>

GET https://www.egain.com/

<form method="get" action="https://www.egain.com/" class="mobile-searchform">
  <input type="search" name="s" autocomplete="off" placeholder="Search">
  <button type="submit" class="searchform-submit">
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  </button>
</form>

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     * eGain Knowledge for Self-Service
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     * eGain Virtual Assistant for Agents
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     * eGain Consulting
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     * Travel & Hospitality
     * Utilities
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     * eCommerce
     * eService
     * Helpdesks
     * IT
     * Marketing
   * EDITIONS
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     * eGain Telehealth
     * eGain Virtual Financial Coach
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   * LIBRARY
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     * Blogs
     * Research
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     * White Papers
     * Customer Success
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     * eGain Developer Central
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     * eGain Marketplace
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     * Customer Service Software
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     * Digital CX
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     * Knowledge Management System
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     * Customer Success
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     * Analyst Recognition
     * Awards
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     * eGain Community
     * eGain Support Portal
     * eGain Managed Services
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     * eGain Econet Portal
     * eGain Community
     * Partner Locator
     * Partner Deal Registration Form
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     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain for Google’s Business Messages
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
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     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain Knowledge Hub for Five9
     * eGain Knowledge Hub for Genesys
     * eGain for Google’s Business Messages
     * eGain for IBM Watson
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
     * eGain Knowledge Hub for SAP
     * eGain Knowledge Hub for ServiceNow
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   * MANAGEMENT
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     * Executive Team
   * INVESTOR RELATIONS
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 * Home/
 * Consumers Say Yes to Messaging for Customer Service and Support in Survey

HOME


CONSUMERS SAY YES TO MESSAGING FOR CUSTOMER SERVICE AND SUPPORT IN SURVEY

The survey was conducted by YouGov PLC on behalf of eGain. The findings are
based on answers given by 5,950 consumers who had used messaging to resolve a
customer service issue in the last 12 months.

--------------------------------------------------------------------------------


IS MESSAGING EFFECTIVE? YES!



A whopping 86% across the US and the UK found messaging to be very effective and
somewhat effective for customer service.




ARE YOU MORE SATISFIED WITH MESSAGING THAN OTHER CHANNELS?

Younger consumers have a more positive view of messaging.

 * 37% in the 18-34 age group report are more satisfied with messaging than
   other contact channels versus 23% in the 35-54 age group and only 18% in the
   55+ age group.

When asked about pain points, a promising number have shown satisfaction with
the customer experience over the channel

 * 31% of consumers applicable have not had any issues when messaging a business
   for customer service


TOP 3 HURDLES TO GOOD CUSTOMER EXPERIENCE (CX)


1. “I HAD TO REPEAT INFORMATION I HAD PREVIOUSLY GIVEN TO THE CHATBOT OR ANOTHER
CUSTOMER SERVICE AGENT”

 * 44% of US consumers and 39% of UK consumers found having to repeat
   information the biggest pain point
 * Consumers across the US and the UK hate being the glue in a multichannel
   communication.





2. THE RESPONSES WERE NOT PROMPT

Messaging is an asynchronous channel. Businesses have to find the right amount
of wait time between replies so that convenience doesn’t turn into frustration.


3. THE RESPONSES WERE NOT RELEVANT

This is clearly a result of inadequate knowledge management and indicates either
a siloed approach to implementing customer service messaging or redundant
knowledge management system.

For details, download the survey findings.

DOWNLOAD REPORT INFOGRAPHIC


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