Cloud communications business, Vonage, has unveiled new research that shows businesses have technology gaps that “prevent them from making meaningful connections with customers.” According to Vonage, after two years of non-stop digital transformation among businesses, only 45% of consumers are “very satisfied” with the way they connect with companies, revealing opportunities to enhance digital transformation efforts with omnichannel communications channels, artificial intelligence (AI)-driven capabilities, and more. Vonage’s 11th Global Customer Engagement Report is based on a survey of nearly 5,000 consumers from 11 countries and explores preferences when it comes to using technology to connect with their favourite brands. The survey also included respondents from six major economies in Asia Pacific (APAC), namely Australia, China, India, Indonesia, Japan and South Korea. Consumer Expectations and Satisfaction The report found that 60% of customers globally are “very satisfied” with friends and family communications, while 45% rate business/service provider communications as high. In APAC, 56% are “very satisfied” with friends and family communications, while only 45% rate business/service provider communications highly. Regarding APAC consumers, the study found that they preferred using mobile phone calls (54%), messaging via non-SMS apps like WhatsApp and Facebook Messenger (48%), and commenting on social media posts (44%) […]
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