This is the fifth post in our series of Seven Customer Service Insights for 2020 and Beyond.
Generation Z and Millennials now make up the most populous segment of all consumers, online and off. [Forrester] When it comes to channels, they love Live chat and hate bots. Unfortunately, most brands hate Live chat and love bots.
To stay competitive, brands need to update their customer service channel strategy for 2020 and beyond — and find the proper place for Live chat. Our four thinking points will get you heading in the right direction.