{"id":4959,"date":"2015-06-04T08:22:48","date_gmt":"2015-06-04T08:22:48","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/?p=4959"},"modified":"2016-06-10T13:27:12","modified_gmt":"2016-06-10T13:27:12","slug":"customer-engagement-index-reveals-how-customers-interact-with-brands","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/customer-engagement-index-reveals-how-customers-interact-with-brands\/","title":{"rendered":"Customer Engagement Index Reveals How Customers Interact with Brands"},"content":{"rendered":"<p><strong>Some surprising findings have been released from [24]7&#8217;s Customer Engagement Index, focused on better illustrating how customers today interact with brands. <\/strong><\/p>\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-8977\" src=\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/06\/custeng.jpg\" alt=\"Customer Engagement Index\" width=\"500\" height=\"298\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/06\/custeng.jpg 500w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/06\/custeng-300x179.jpg 300w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/>\n<p>The self-service technology company conducted a survey of nearly 1,200 respondents in the U.S., focusing on how each individual chooses to interact with brands to solve issues and answer their inquiries.<\/p>\n<p>The [24]7 Customer Engagement Index shines a light on a few key issues for businesses.<\/p>\n<ul>\n<li>That the website is still the most important asset a brand has, with 89% of consumers turning to the website within the first two channels, including 64% in the first channel.<\/li>\n<li>Despite the 330 million connected mobile devices in the U.S, 49% of respondents still depend on their PC as their primary device for service. In comparison, only 24% prefer to start a customer journey on their smartphone.<\/li>\n<li>95% of consumers noted they require a third customer channel in order to solve inquiries or issues.<\/li>\n<li>Email is no longer seen as a viable channel for customer service. In fact none of the surveyed respondents in the U.S. selected email as their preferred first or second channel in their omnichannel journey.<\/li>\n<li>When it comes to assistance, customers still prefer to make a phone call, with 32% noting it as their second channel of choice, However as more brands adopt chat technology, have followed suit with 16% selecting the tool as their preferred second channel.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Some surprising findings have been released from [24]7&#8217;s Customer Engagement Index, focused on better illustrating how customers today interact with brands.<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/4959"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=4959"}],"version-history":[{"count":4,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/4959\/revisions"}],"predecessor-version":[{"id":8978,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/4959\/revisions\/8978"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=4959"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=4959"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=4959"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}