Forrester Study
Drive Conversational Experiences For A Future-Ready Customer Support Strategy
The uncertainty surrounding the global pandemic has highlighted the urgent need for
organizations to not only better understand their customers, but also meet and exceed
customer expectations. Customer support teams in particular now have the perfect
opportunity to get personal in today’s digital age by leveraging technology to transform
customer relationships.
Intercom commissioned Forrester Consulting to conduct a survey which reveals why
personalized, messenger-based support is critical to stay competitive, and explains
how companies can leverage the power of conversational support to drive customer
retention, customer satisfaction and business efficiency.
Among the results revealed by the report are that 71 percent of respondents believe
conversational support will allow them to either stay competitive or become an
industry leader, and 69 percent of support leaders believe the strongest customer
relationships are built through personalized support experiences.
Download this study to discover:
- Why messenger-based support experiences are business-critical?
- How customer support expectations are changing fast.
- What competitive benefits businesses are seeing with conversational support.
Download Report
