Chat, according to Helpshift, is the main channel for support

[mdabuhasan]

Helpshift research found that a large number of consumers use chat as their primary channel for customer service and support, recognizing it as an effective communication channel.

This is one of the key findings of a report published by Helpshift on how consumers view customer service automation technologies.

Today's consumers focus on efficiency when it comes buy bulk sms service to resolving their customer service requests. Chatbots and automated messaging initially took off thanks in part to their speed and ability to provide asynchronous, precise conversations.

The report revealed consumer satisfaction with interacting with chatbots, recognizing them as truly helpful in resolving their queries. Nearly all interviewees highlighted the convenience and importance of being able to pick up a support conversation where it left off, without necessarily having to explain the problem to a new operator again.

A significant increase was seen in improved customer service performance compared to 2018, with more than half of respondents recognizing the benefits.

“ Today’s consumers care that their time is valued above all else, and this is clear in their communication preferences for interacting with brands ,” said Linda Crawford, CEO of Helpshift.