CCW Digital Market Study: Customer Experience Trends, Challenges & Innovations

Download the 2020 Study

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What do customers want from support in this post-COVID-19 era?

Before COVID-19, consumers were dissatisfied with their experiences contacting customer support, and they felt strongly that they would become disloyal to a brand after a few bad experiences.

During COVID-19, customers experienced an accelerated digital transformation and became more likely to use self-service tools like chatbots.

This in-depth study will show you customers’ current attitudes towards customer support, and their specific behaviors and desires for improved support, including:

  • How impactful CX is to a customer’s perception of a brand
  • Specific frustrations customers experience when dealing with remote agents
  • Which self-service tools really help customers