At the end of last year, the US alone had 435 million smart mobile devices in use ó thatís 35% higher than the total US population. Among smartphone users, 68% use messaging apps regularly. And 84% of smartphone engagement with apps is spent communicating via text, email, and social channels.
What does this mean for brands? The current state of CX is broken. Brands focus too much on channel and transaction, ignoring the customerís preferences, and, ultimately, negatively affecting their bottom line.
But wherever thereís a disconnect, thereís also opportunity. In increasing numbers brands are turning to messaging platforms and apps to offer more efficient, convenient customer service. Read to learn more.