In our research, 51% of customers said they used the telephone last time they contacted customer service. So the phone is clearly still an important customer service channel, but our research also identified an opportunity for brands to engage customers through emerging voice-first platforms like smart speakers, watches and displays.
Read our consumer survey to learn how consumers are beginning to embrace smart speakers as a way to engage with sales & customer services.
Which channels consumers use for customer services today
Will consumers use smart speakers for customer services in future?
The huge opportunity for brands to embrace voice commerce
Why design and discoverability is so vital to success in voice-first
Customer service, customer experience and IT professionals who use conversational platforms like SMS, chatbots and IVR.