From social media to virtual reality and email to chat, digital communication is the leading channel for customer engagement, lead by the millennial generation.
Startek, a global customer engagement business process outsourcer, announced findings from its 2016 survey, Digital Communication Dominates Customer Engagement. The research explores consumer behavior and evolving expectations and provides insights on ways marketing professionals can improve their digital communication strategy to deliver the best customer engagement experience.
“It’s important to understand how consumers want to engage with your brand and develop a strategy that will deepen the customer relationship, build brand advocates and reach new audiences,” stated Courtney Simpson, director of marketing. “Our survey looks at how consumers’ interactions with brands have evolved from using traditional communication channels like calling from a landline to a more digital approach via email, chat, social media and virtual reality.”
Key findings
- 80% of consumers use a digital device to contact a company; millennials are 137% more likely than baby boomers to use a cell phone to contact a company
- 77% of consumers say it’s easy for them to digitally communicate with companies
- 80% of consumers receive good customer service using social media
- Men are 150% more likely than women to say Twitter offers good customer service; women are 134% more likely than men to say Pinterest offers good customer service
- One in three consumers are excited to communicate with a company via virtual reality
To better understand the habits and preferences of today’s consumers, the company surveyed over 1,000 males and females in the US, ages 18+ in July 2016 through an online survey. Responses were random, voluntary and completely anonymous.
For more information, go to www.startek.com.
