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Survey: Consumers big on messaging for customer support

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September 26, 2019

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A robust number of consumers, 83%, are on board with messaging as the primary customer support approach and view it as an efficient method of communication.

That's a top finding of a report released by Helpshift regarding how consumers view customer support automation technologies.

"Today's consumers are focused on efficiency when it comes to solving their customer queries. In a digital-first world, automated chatbots and messaging are taking off because of their efficiency and ability to provide an asynchronous conversation,” stated a release on the report.

Additional findings include:

Twice as many consumers will engage with chatbots as 30% of respondents reported "chatbots are very helpful."
96% stated it is important being able to return to and pick up a customer support conversation where it left off.
54% of respondents said customer service has actually improved in the past year, compared to only 43% in 2018.

"Today's consumers care about having their time valued above all else, and that's clear in their communication preferences for interacting with brands," said Helpshift CEO Linda Crawford in the release.