A New Era in Customer Engagement: Vonage’s 2024 Report Unveiled
In a significant development, Vonage, a global leader in cloud communications and a subsidiary of Ericsson, has released its 2024 Global Customer Engagement Report. This 12th edition of the report offers an in-depth look at how customer communication preferences are evolving and the crucial role of artificial intelligence (AI) in enhancing these interactions.
Diverse Communication Preferences: A Global Perspective
Drawing on responses from nearly 7,000 consumers across 17 countries, including key markets in the Asia-Pacific, the report paints a picture of varied communication preferences. Traditional methods like mobile phone calls still hold sway, but modern channels are catching up fast. Yet, a notable finding is that less than half of the respondents are fully satisfied with their interactions with businesses.
APAC’s Communication Trends: An Insightful Glimpse
Focusing on the Asia-Pacific region, the report shows a strong preference for mobile phone calls, followed by messaging apps and emails. However, customer frustrations are evident, with issues like long wait times and limited support hours leading to a worrying trend of customers considering brand switches due to poor experiences.
AI: Revolutionizing the Customer Service Landscape
The report emphasizes AI’s potential to transform customer service. From AI-powered virtual assistants to intelligent routing systems, these innovations promise to alleviate customer frustrations and offer more personalized experiences. The report also predicts a surge in AI tools like chatbots and video chats in the near future.
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Industry Experts Weigh In on AI’s Role in Customer Experience
Joy Corso, Vonage’s Chief Marketing Officer, stresses the importance of an omnichannel communication strategy enhanced by AI for superior customer engagement. Robin Gareiss, CEO of Metrigy, echoes this sentiment, highlighting the increasing acceptance of AI in customer experience, marking 2024 as a pivotal year.
The Far-Reaching Effects of Positive Customer Experiences
The report also highlights the positive ripple effects of good customer experiences. Most consumers are likely to give positive feedback and share their experiences, leading to increased brand loyalty and sales. Corso remarks on the importance of leveraging AI across communication channels to foster meaningful conversations and strengthen customer relationships.
Embracing AI for a Brighter Future in Customer Engagement
Vonage’s 2024 Global Customer Engagement Report serves as a vital roadmap for businesses navigating the changing landscape of customer communications. By adopting AI and omnichannel strategies, companies can not only meet but exceed customer expectations, fostering loyalty and driving growth.
For a more detailed understanding of the future of customer engagement, the full Vonage Global Customer Engagement Report 2024 is a must-read.
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