Consumer communication preferences are shifting as consumers look for more immediate responses via social media, content, live chat, and other digital communication channels. The result? Companies providing a variety of options are gaining a competitive advantage over their less-adaptive counterparts.
Digital communication has changed dramatically over the last few years. As a result, buying behavior patterns have also changed. Consumers no longer rely on just a telephone or email to contact customer service. Interaction design is an important strategic tool. Improving and the UX (user experience) must be seen as a critical part of the whole strategy.
Consumers are looking for fast, efficient, and in many instances, automated forms of communication, when interacting with a brand.
