1、VONAGE GLOBAL CUSTOMER ENGAGEMENT REPORT 2024AI and Great CXIn todays ultra-demanding marketplace,how can companies better serve customers,boost the experience,and separate from the pack?Read on to discover your must-have CX tools:communications channels with AI -2 Table of ContentsExecutive Summary

2、Facts About Today and TomorrowChannel usage by regionAI usage is on the riseEmerging Methods That Customers LoveCustomer FrustrationsCustomer Reactions to Negative and Positive CXAI Is a Great Place to StartCustomers are comfortable with AIAI attitudes and experiencesAI-powered chatbots and virtual

3、assistantsCustomer frustrations and how AI can helpHow Vonage Can HelpMethodologyAppendixCurrent Communications by CountryThe Channels:Messaging/TextingThe Channels:Voice CallsThe Channels:VideoThe Channels:Social MediaPurchase ProblemsPost-Purchase Follow UpPreferences for Follow UpCustomer Service

4、/SupportVerification Methods UsedImpact of AuthenticationComfort With Authentication MethodsCLICK TO EASILY MOVE THROUGHOUT THIS DOCUMENT -3 Executive SummaryThe Vonage Global Customer Engagement Report 2024 is your guide to customer communication trends.This 12th annual report is our biggest yet,wi

5、th over 7,000 customers participating across 17 global markets.Were excited to share findings that detail:Customer frustrationsCustomers could be happier.To understand why,just think of when youve had your own poor experiences as a customer like long wait times to speak to an agent or contacting cus

6、tomer service multiple times to resolve an issue that still torment you.Warming to AICustomers have embraced AI to make things better.Heres a quick example:Nearly half of consumers cite better support through messaging or on company sites.This is how AI-powered chatbots can resolve complex issues of

7、ten without any human interaction around the clock.CX is your North StarHere are more CX truths:Any pauses or instances for repetition are bad.Speed and comprehensive service are good.Although these seem obvious,the frustrations remain.And whats the result of a bad customer experience?74%of customer

8、s are likely to take their business elsewhere 46%of customers only need one or two bad experiences before they leave However,when presented with a great customer experience:56%of customers will give positive feedback on a survey 55%of customers will tell friends and family 52%of customers will becom

9、e more loyal to company/provider 36%of customers WILL PURCHASE ADDITIONAL PRODUCTSThats what we call CX wins.The right channels still matterThe need for customers to connect in whatever channel they choose isnt going away,as channel preferences remain fragmented and trends differ by variables like m

10、arket,age,and gender.But a sound communications strategy goes beyond what channels customers like its about how they prefer to communicate.Once you unlock that knowledge,youll discover the AI channel-specific benefits that can enhance your CX strategy.AI and Great CXEnjoy the read as we identify ong

11、oing customer frustrations,customer channel preferences,and how AI can help turn you into a 24/7 CX machine.“A growing wave of“A growing wave of consumer acceptance is consumer acceptance is poised to become a sea poised to become a sea change as more people change as more people around the globe em

12、brace around the globe embrace AI for an improved customer AI for an improved customer experience.Businesses experience.Businesses that align with and ride this that align with and ride this invitation for innovation invitation for innovation will win.”will win.”Joy Corso Joy Corso|CMO|Vonage|CMO|V

13、-4 Facts About Today and TomorrowOnly 42%of consumers are“very satisfied”when communicating with businesses.Offering the right channel goes a long way toward a positive CX.But for many businesses,setting up and maintaining those channels are no easy effort.This is where AI can help.Channel usage by

14、regionMessaging/TextingVideo 87%of consumers use at least one messaging/texting platform with businesses/service providers.WhatsApp and SMS are the most widely used platforms.The U.S.shows strong SMS usage.APAC(India,Indonesia,China,Singapore)and LATAM(Brazil and Mexico)lead in overall messaging app

15、 usage.74%of consumers use video chat/call platforms with businesses/service providers.Over 40%use WhatsApp.Zoom has solid usage in most markets.Indonesia,India,China,Brazil,and Mexico lead in video usage.Voice CallsSocial Media 92%of consumers use at least one voice channel with businesses/service

16、providers.Mobile phone calls continue to be the most widely used voice communication method,followed by WhatsApp.Voice call usage is very high in most markets,particularly India,Indonesia,China,and South Korea.Mobile phone usage is strong across most markets,including the U.S.,though Brazil and Indo

17、nesia prefer WhatsApp.78%of consumers use social media platforms with businesses/service providers.WhatsApp,Facebook/Messenger,and Instagram remain the dominant platforms.WhatsApp,Facebook,Instagram,and YouTube have solid usage across markets except for China and Japan.Social media usage is very hig

18、h in LATAM and several APAC markets.See the Appendix:Current Communications by C -5 AI usage is on the riseYoull find detailed analysis,including regional-and channel-specific consumer insights,in the Appendix.The following are the top highlights we see for 2024 such as the trend of those using chat

19、bots also being more likely to use automated phone support,voice personal assistants,and in-app calling and video chat.These emerging methods all have an AI element(more on that in a bit).Businesses/service providers Chatbot:10%currently use daily23%will increase in next 6-12 months Video chat:13%cu

20、rrently use daily26%will increase in next 6-12 monthsMessaging via non-SMS apps:31%of customers currently use daily31%will increase in next 6-12 monthsMobile phone call:36%currently use daily33%will increase use in next 6-12 monthsPhone calls via messaging apps:29%currently use daily33%will increase

21、 in next 6-12 monthsCommenting on social posts:26%currently use daily29%will increase in next 6-12 monthsEmail:20%currently use daily23%will increase in next 6-12 monthsSMS text message:22%currently use daily22%will increase in next 6-12 -6 Key takeaways Time-tested phone calls and emails are still

22、popular.Phone calls through messaging apps and messaging through non-SMS apps offer a new spin on the old favorites.In-app usage is up.Be sure to integrate AI into your apps to further service customers by answering quick questions,routing to a live agent,or even closing a sale.Speed and availabilit

23、y are CX differentiators.And exponential improvements in AI can resolve complex issues often without any human interaction.So its no surprise that customers will more than double their engagement with AI-enabled chatbots.Customers may only have a quick or routine ask of the chatbot but the 24/7 elem

24、ent is an ideal way to nurture customers from the start.Increase in video chat is a great chance to use AI capabilities and machine learning to anticipate a customer call and prompt responses for help service agents.For example,AI can conduct real-time sentiment analysis to escalate a call as needed

25、.When agents join the video call,they can reference AI-generated insights to quickly resolve a customer concern.Want more next steps?See AI Is a Great Place to S -7 Emerging Methods That Customers LoveGenerally,communications with businesses fall into two clusters based on shared usage patterns:Esta

26、blished methods with mostly wider adoption Emerging methods with lower usage levels that tend to occur among the same consumers Note:Those in the last list are unrelated to the other channels.Established methods Mobile phone call Messaging via non-SMS apps Phone call via messaging apps SMS text mess

27、aging Email Commenting on social postsEmerging methods Chatbot Automated phone support Voice personal assistant Voice call from webpage or within app Video chat Usage independent of other methods Live chat/messaging within app Push notificationsFor example,consumers For example,consumers using chatb

28、ots are also more using chatbots are also more likely to use automated phone likely to use automated phone support,voice personal support,voice personal assistants,and in-app calling assistants,and in-app calling and video chatand video chat.Why is this Why is this important?Because the important?Be

29、cause the emerging methods all have emerging methods all have an AI element.an AI element.Key takeaways Customers actively choose to engage with AI.Use this to your advantage.Rather than going with off-the-shelf options,enjoy the control and integration by using communications APIs with AI insights

30、that tie to your CRM and back office to build your -8 Customer FrustrationsOld communications issues have now become endless frustrations.Equally frustrating is that these issues are difficult to solve manually.Luckily,theres more than one AI fix.Long wait times to speak to agent 63%Contacting custo

31、mer service multiple times to resolve an issue 63%Describing an issue to multiple agents,being transferred multiple times 61%Unable to answer the question,right person isnt available 60%No way to speak to customer service via voice/phone 59%Phone menu too long to navigate,missing needed options 56%C

32、ustomer service is not available in preferred language 54%Providing personal information multiple times within one call/session 54%Phone menu voice commands cant understand you 54%No way to respond to text message/email notification 53%Dont know your history or background of recurring issue 52%Conve

33、rsation from one channel not captured in different channel 50%Customer service is not available 24/7 48%Phone menu has very old or dated navigation 48%Self-service support is not available 46%Want quick information via chat/messaging but phone is only option 42%Business doesnt offer way to provide f

34、eedback 38%Business doesnt personalize offers or sales 38%Business doesnt offer appointment reminders 37%Q:How frustrating is experiencing each of the following types of communications issues with businesses or service providers?Ready for the fix?See AI Is a Great Place to S -9 Frustrations Nearly 7

35、5%of consumers will stop buying products/services as a result of repeated communications issues with businesses/service providers.The impact is strong across markets and most pronounced in LATAM.Older consumers(ages 40+)are more likely to react to communications problems compared to those ages 18-34

36、.Q:Overall,how likely would you be to STOP BUYING from a business or stop using their services as a result of repeatedly experiencing these types of communications issues?All Respondents34%Very likely40%Somewhat likely20%Neutral4%Somewhat unlikely2%Very unlikelyVery/Somewhat Likely to Stop Buying%Ag

37、e18 to 397240 to 7475GenderFemale74M -10 Customer Reactions to Negative and Positive CXQ:When you are FRUSTRATED in your communications with a business or service provider,what do you typically do?Q:On the other hand,when you have a GREAT customer experience with a business or service provider,what

38、do you typically do?Frustrating CXGive negative feedback on survey39%Tell friends/family42%Switch to other companies/providers45%Report business/provider to consumer protection agency18%Post to social media/online review23%Complain to company/provider44%Refuse to pay10%Lose temper/get angry/yell17%G

39、reat CXGive positive feedback on a survey56%Tell friends and family55%Become more loyal to company/provider52%Purchase additional products 36%Post to social media/online reviews30%Contact business to provide compliments25%Become willing to pay a little more23%Key takeaways 74%of customers are likely

40、 to take their business elsewhere after a negative experience 46%of customers ONLY NEED ONE OR TWO BAD EXPERIENCES BEFORE THEY LEAVE -11 AI Is a Great Place to StartFrom streaming suggestions to driving directions to completing texts,consumers across demographics and regions have embraced AI.Whats c

41、ommon among these examples?They are seamless.Customers dont need to know the why or how.But they care when AI produces a better experience.And theyll definitely let you know when things become a block.Customers are comfortable with AIQ:To win your business and/or keep you as a satisfied customer,how

42、 important is it for a business or service provider to offer?Reach live customer service61%35%4%Receive customer service callbacks51%44%5%Variety of ways to communicate with company49%46%5%24/7 customer service47%47%7%Virtual agents for fast problem resolution49%34%17%Must haveNice to haveNot import

43、antKey takeaways More than 60%want live customer service.The ability to receive callbacks,a wide variety of communications options,and 24/7 customer service are“must haves.”There is a strong desire for virtual agents.AI attitudes and experiencesQ:What is your overall opinion about companies using mo

44、re artificial intelligence(AI)tools to improve the customer experience?26%Very positive 35%Somewhat positive 28%Neutral8%Somewhat negative3%Very negativeAI-powered chatbots and virtual assistantsConsider these methods your AI front-line to meet and engage customers:AI-powered chatbots are rules-base

45、d software solutions designed to replicate conversations,either through text or speech.AI-powered virtual assistants,as the name implies,help customers with various tasks.These employ conversational AI to start the customer conversation,evaluate the need,and then initiate the appropriate action.Both

46、 use AI smarts to engage customers in natural language,use sentiment analysis to escalate issues,collect metrics,and more.Key takeaways Most consumers have positive feelings about companies using AI tools to improve the customer experience.About 80%of consumers report recent use of some AI-assisted

47、tools,such as AI-powered search engines and AI-assisted -12 Customer frustrations and how AI can helpIts never been easier to fix the frustrations that have plagued businesses.Thank you,AI.VOICEBOTS&IVRSFrustration63%Long wait times to speak to agentAI SolutionAI powers virtual assistants to elimina

48、te long hold times for common requests,plus smart IVR and chatbots for initial call triage.54%Phone menu voice commands cant understand youVoicebots and IVRs help guide customers,while speech-to-text enhanced with natural language understanding and accurate transcription quickly solves common custom

49、er problems and provides CX insights.56%Phone menu too long to navigate,missing needed optionsVoicebots and IVRs help guide customers,while speech-to-text enhanced with natural language understanding and accurate transcription quickly solves common customer problems and provides CX insights.48%Phone

50、 menu has very old or dated navigationVoicebots and IVRs help guide customers,while speech-to-text enhanced with natural language understanding and accurate transcription quickly solves common customer problems and provides CX insights.CRM INTEGRATION59%No way to speak to customer service via voice/

51、phoneAI-powered chatbots use enhanced natural language understanding,plus sentiment analysis,to route customers to live agents as needed.AI extracts data from CRM to ensure verification and quickly provide customer history,so agents have the full context before starting the call.54%Providing persona

52、l information multiple times within one call/sessionAI extracts data from CRM to ensure verification and quickly provide customer history52%Dont know your history or background of recurring issueAI extracts data from CRM to ensure verification and quickly provide customer history.50%Conversation fro

53、m one channel not captured in different channelAI extracts customer data from CRM to provide context to staff.37%Business doesnt offer appointment remindersAI extracts data from CRM and can automatically send appointment reminders to the customers preferred -13 AI VIRTUAL ASSISTANT&LIVE AGENT ASSIST

54、Frustration63%Contacting customer service multiple times to resolve issueAI SolutionAI virtual assistant delivers enhanced self-service,initiates initial triage to route customer to the appropriate person,and ensures high volumes of inbound calls are addressed during peak business hours or busy seas

55、onal periods.61%Describing issue to multiple agents,being transferred multiple timesSkills-based routing connects customers with an agent best suited to handle the call.54%Customer service is not available in preferred languageAn AI virtual assistant engages callers in natural language.24/7&STAFF CO

56、VERAGE48%Customer service is not available 24/7AI operates 24/7 through virtual assistants and conversational commerce with a focus on information,automation,and self-service to engage customers with minimal human involvement.46%Self-service support is not availableAI operates 24/7 through virtual a

57、ssistants and conversational commerce with a focus on information,automation,and self-service to engage customers with minimal human involvement.CONVERSATIONAL COMMERCE60%Unable to answer your question,right person isnt availableA conversational commerce workflow:Adds information,automation,and self

58、-service to conversations:e.g.,provide front-end FAQs,authenticate users,and authorize payments Offers another option for customers to engage,share insights,or request follow up Uses a message campaign builder to enable one-to-one messaging at scale53%No way to respond to text message/email notifica

59、tionConversational commerce uses AI smarts for two-way messaging,which engages customers in the moment in the channel of their choice.A message campaign builder enables one-to-one messaging at -14 CONVERSATIONAL COMMERCEFrustration42%Want quick information via chat/messaging but phone is only option

60、AI SolutionAI-powered chatbots can quickly engage customers and answer questions or route to a live agent.Conversational commerce workflow adds information,automation,and self-service to conversations:e.g.,provide front-end FAQs,authenticate users,and authorize payments.38%Business doesnt offer way

61、to provide feedbackA conversational commerce workflow offers options for customers to engage,share insights,or request follow up.A message campaign builder enables one-to-one messaging at scale.38%Business doesnt personalize offers or salesA conversational commerce workflow references customer profi

62、le to offer personalized shopping experiences and drive sales through AI-powered chatbots.A message campaign builder enables one-to-one messaging at scale.AI and verification:Dont break the flowCustomers like choices so if you offer the channel,theyll use it.This is true of customer verification,whe

63、re over 71%of consumers feel more confident when shopping on sites that use online authentication.They are comfortable using codes sent by SMS/text,email,and phone call,not to mention authentication apps.The key is ease of use and scalability.AI can help with automation and minimal customer interact

64、ion that doesnt disrupt their flow(meaning they spend more time on your site to shop and do business).See the Appendix for additional details“The true opportunity of AI is not in mimicking “The true opportunity of AI is not in mimicking human intelligence,but in augmenting and amplifying human intel

65、ligence,but in augmenting and amplifying it driving smarter,faster,and more personalized it driving smarter,faster,and more personalized customer experiences.”customer experiences.”Savinay Berry Savinay Berry|EVP,Product&Engineering|Vonage|EVP,Product&Engineering|V -15 How Vonage Can HelpVonage is a

66、 wholly owned subsidiary of Ericsson,an industry leader in 5G networks.The Vonage Communications Platform brings a unique combination of communications APIs,contact center,conversational commerce,AI,and more.Vonage AI enables the creation of intelligent customer engagement at scale while optimizing

67、workflows.Vonage Communications APIs help you quickly build best-in-class communications solutions at scale with programmable messaging,voice,video,and more.Vonage Contact Center(VCC)enables your customer service agents to deliver a secure conversational CX through a configurable,straightforward,tel

68、ephony-agnostic platform.Vonage AI Studio is a low-code conversation designer that empowers developers and non-developers to create and deploy customer engagement experiences that operate in natural language on any channel.Vonage Protection Suite is a comprehensive set of tools that simplify end-to-

69、end protection.Mix and match tools to meet your needs and guard your business against fraud.Vonage Business Communications(VBC),our unified communications solution,integrates with VCC so your agents can collaborate with experts across your entire organization.VBC and VCC integrate with Salesforce to

70、 enable features such as advanced routing to the best available associate or agent,customized dashboards,and more.Vonage Conversational Commerce,powered by Jumper.ai,enables businesses to create AI-powered omnichannel experiences and turn conversations into sales.Get StartedVonage Communications API

71、s Learn more|Contact usVonage Contact Center Learn more|Contact usVonage Business Communications Learn more|Contact usVonage Conversational Commerce Learn more|Contact usMethodologyThe findings reported were sourced from October to November 2023 from in-market research panels across 17 global market

72、s comprising 7,078 customers,ages 1874.The survey was conducted in each markets leading language or languages,and the average completion time was 15 minutes.To ensure spreads in age,gender,and household income,quotas were set in each market,with the reported data weighted to represent actual age/gen

73、der proportions among the target populations.Panel members who self-identified as being the last among their friends and family to adopt new technology approximately 5 percent were omitted.Vonage was not identified as the surveys -16 AppendixCurrent Communications by CountryQ:How often do you connec

74、t with any business or service provider using each of the following?Use Daily withBusiness/ServiceProviders(%)Base sizeMobile phone callMessaging/non-SMS appsPhone call via appsEmailSocial postsMobile app message/chatSMS text messagePush notificationCall from webpage/appVoice personal assistantVideo

75、 chatAutomated phone supportChatbotTOTAL7,078363201514131210US50532272229205149Brazil404475052223211715Mexico40638373024322948UK50522114911978France40434302139897Germany4052725711676Italy40437322117106Spain404312

76、8222622205Sweden405282051181098Australia40425416912895China4054620181722179India North40573565946474344394036342925India South405746373130272325Indonesia404386460434450714Japan4057342Singapore40434383435210107S.K

77、orea404369696666Key takeawaysU.S.Country shows high usage across most communication methods.LATAM Brazil has the highest usage of most communication methods.Mexico shows the lightest usage.EMEA France and Italy have the highest usage of most communication methods.Germany shows the lightes

78、t usage.UK Country shows light usage.APAC India,Indonesia,and China have the highest usage of most communication methods.Japan and South Korea show the lightest usage.Please see the following pages for regional breakdowns of messaging/texting,voice calls,video,and social media -17 -17 The Channels:M

79、essaging/TextingQ.Which of the following do you use for MESSAGING/TEXTING with businesses or service providers?Overview Nearly 90%of consumers use at least one messaging/texting platform.WhatsApp and SMS are the most widely used platforms.The U.S.shows strong SMS usage with businesses/service provid

80、ers.APAC(India,Indonesia,China,Singapore)and LATAM(Brazil and Mexico)lead in overall messaging app usage with businesses/service providers.Japan,Germany,and Sweden trail in usage.Next steps Messaging APIs link SMS,MMS,and popular social chat apps within a single build.No matter what channels your cu

81、stomers use,you have the context to cultivate a top-notch customer experience.WhatsApp51%SMS49%Facebook/Messenger29%Instagram24%Telegram17%Want more next steps?See:AI Is a Great Place to S -18 -18 The Channels:Voice CallsQ.Which of the following do you use for VOICE CALLS with businesses or service

82、providers?Mobile phone call69%WhatsApp41%Facebook/Messenger18%Telegram13%Microsoft (Skype,Teams)11%Overview 92%of consumers use at least one voice channel with businesses/service providers.Mobile phone calls continue to be the most widely used voice communication method,followed by WhatsApp.Voice ca

83、ll usage is very high in most markets,particularly India,Indonesia,China,and South Korea.Mobile phone usage is strong across most markets,including the U.S.,though Brazil and Indonesia prefer WhatsApp.WeChat is a dominant platform in China.LINE is the most-used app in Japan.Next steps When customers

84、 call,they dont necessarily have to reach a human agent.A voice API brings interactive voice response(IVR)and conversational AI to enhance your CX efforts.Want more next steps?See:AI Is a Great Place to S -19 The Channels:VideoQ.Which of the following do you use for VIDEO CHAT/CALLS with businesses

85、or service providers?WhatsApp41%Zoom23%Facebook/Messenger19%Google(Meet,Duo,Hangouts)17%Instagram16%Microsoft (Skype,Teams)16%Overview 74%of consumers use video chat/call platforms with businesses/service providers.WeChat is by far the preferred choice in China with 81%.Zoom has solid usage in most

86、markets.The U.S.market prefers Zoom,FaceTime,and Facebook/Messenger.Indonesia,India,China,Brazil,and Mexico lead in video usage.Japan,Australia,Germany,and UK trail in usage.Next steps A video API provides face-to-face accessibility across your app,website,and other channels.Its a great way to engag

87、e customers in the moment.AI capabilities and machine learning can anticipate a customer call and prompt responses to help service agents.These tools can conduct real-time sentiment analysis to escalate a call as needed.Agents can then join the call and quickly reference AI-generated insights to res

88、olve a customer concern.Want more next steps?See:AI Is a Great Place to S -20 -20 The Channels:Social MediaQ.Which of the following SOCIAL MEDIA platforms do you use for communicating with businesses or service providers(e.g.,to chat,post comments,etc.)?WhatsApp42%Facebook/Messenger37%Instagram32%Yo

89、uTube22%Telegram16%Overview 78%of consumers use social media platforms with businesses/service providers.WhatsApp,Facebook/Messenger,and Instagram remain the dominant platforms for social media communications with businesses/service providers.WhatsApp,Facebook/Messenger,Instagram,and YouTube have so

90、lid usage across markets except for China and Japan.Japan is less likely to use social media to connect with businesses.The U.S.,Australia,and Germany are below the global average.Next steps Customers like the spontaneous outreach over social channels.Thankfully for you,this doesnt require multiple

91、systems to monitor multiple platforms.Instead,turn to communications APIs for a custom dashboard for full social integration.Want more next steps?See:AI Is a Great Place to S -21 Purchase ProblemsQ.If you have a problem with your purchase,what methods are you willing to use to contact the business?P

92、hone call65%Email55%Visit in-store41%Website chat38%Text using mobile phone33%Messaging through social media29%Video chat17%Key takeaways 65%of consumers are willing to contact businesses through phone calls about purchase problems.55%of customers would use email to contact businesses about purchase

93、 problems.AI can automate responses around the clock over many of these channels.Post-Purchase Follow UpQ:In general,do you want companies to follow up with you after purchases(e.g.,for feedback,reviews,etc.)?44%Yes42%Sometimes14%NoYesAt least sometimesAge18 to 3949%72%40 to 7440%75%GenderFemale43%7

94、4%Male46%73%Key takeaways 87%of consumers want occasional post-purchase follow up.44%of consumers prefer the routine follow up after buying.Younger buyers(under 40)are the most likely to want post-purchase follow up.AI can automate responses around the clock over many -22 Preferences for Follow UpQ:

95、What are good ways for companies to follow up with you after purchases?Preferred Methods for Follow upEmail64%Text using mobile phone44%Phone call43%Messaging through social media32%In-store meeting18%Video chat15%Q:What do you want to be contacted about?Preferred Topics for Follow UpCheck status of

96、 purchase 59%Loyalty programs45%Upcoming sales or events43%Reviews/surveys43%Additional products/services 43%Key takeaways Consumers prefer a follow-up from businesses to make sure purchases were completed successfully.Email remains the most preferred method for post-purchase follow-ups.Over 40%of c

97、onsumers are open to receiving text messages,phone calls,or both.Over 40%are interested in loyalty programs,sales and events,and additional products.AI can automate responses around the clock over many -23 Customer Service/SupportQ:How has service and support from companies gotten better?How Custome

98、r Service/Support Has ImprovedEasier to contact support56%Faster problem resolution55%Improved search49%Better information through messaging49%More information on company websites47%Better automated phone/chat support43%More knowledgeable support39%Q:In the past year,has the overall service and supp

99、ort companies offered to their customers?In Past Year,Customer Service/Support Has40%Gotten better55%Remained the same6%Gotten worseKey takeaways 40%of consumers feel that customer service/support has improved in the past year.Over 50%of consumers say its easier to contact support and faster to reso

100、lve problems.Nearly 50%indicate better search results or improved information availability through messaging or on company websites.AI can automate responses around the clock over many -24 Verification Methods UsedQ:Which of the following VERIFICATION methods do you use with businesses or service pr

101、oviders(e.g.,to prove your identity,confirm a device is yours,etc.)?Verification Methods Used with Businesses/Service ProvidersSMS/text 74%Email61%Phone call29%Google Authenticator20%Microsoft Authenticator11%LastPass Authenticator6%Duo Mobile5%Symantec VIP4%OKTA3%Key takeaways Nearly all consumers

102、experience verification with businesses/service providers.Codes sent via SMS,email,or both are the dominant verification methods.Codes delivered by phone calls are used less widely.Verification app usage,led by Google and Microsoft,is relatively -25 Impact of AuthenticationQ:When online sites requir

103、e authentication,how does that impact your confidence in purchasing through that site?Impact of Authentication on Online Purchasing33%Much more confident39%Somewhat more confident20%No impact5%Somewhat less confident2%Much less confident3%N/AKey takeaways Nearly all consumers have experienced online

104、 authentication.Over 71%of consumers feel more confident when shopping on sites that use online authentication.Few have negative attitudes toward online authentication.Comfort With Authentication MethodsQ:How comfortable are you using each of these authentication methods when making online purchases

105、?Comfort with Each Authentication MethodVery comfortableSomewhat comfortableNot comfortableN/ASMS/text56%38%5%2%Email49%40%8%2%Phone call32%39%21%8%Authenticator app31%41%13%15%Silent authentication25%36%24%15%Key takeaways SMS and email verification are nearly universal.Usage and comfort are lower for verification by phone call and authentication apps.Silent authentication trails all other methods.