The customer communication channel mix: current situation, trends and prospects

The customer communication channel mix: current situation, trends and prospects

Under the impact of digital technology, customer relations have undergone fundamental changes over the past 5 years. Customers and prospects are now virtually all connected, and the use of digital technology in everyday life has also become a way of contacting companies, in addition to the communication channels initially available. And it goes without saying that customers expect companies to respond ever more quickly, and even instantaneously in the age of Messenger and WhatsApp. Companies need to rethink the balance of their customer communication channel mix to reflect customer habits and preferences: would they prefer to contact customer service via Facebook, email or telephone? For what type of request? Is it possible to automate some of the responses to generic questions? Rémi Guionie, Managing Director of ViaDialog, discusses these issues in an interview on Interactions Digitales.