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Consumers love retailers with multiple channels, reveals survey

November 8, 2017

The more channels available for customer service, the happier a consumer is, reveals a Narvar survey on shopper behavior.

While 80 percent of consumers still prefer email as the top communication option, 38 percent want other options, according to the report "Bots, Texts and Voice: What Cuts Through the Clutter."

Narvar surveyed 1,290 U.S. shoppers who made an online purchase in the past six months to understand how preferences for communicating with retailers are evolving.

"Bots, voice assistants, smart homes and other AI-informed communications are top of mind for nearly every retailer today. The technology innovation complicates what we already know — that customer communications are never one-size-fit-all," said Amit Sharma, CEO of Narvar, in a release on the findings. "With this research, our mission is to equip retailers with the insights they need to navigate nuanced communications and ultimately create the best experiences possible."