“Business leaders and executives are steadily seeing the impact that customer service and support can have on generating both short and long-term revenue and fueling business growth,” said Anand Janefalkar, Founder & CEO, UJET. “This report displays the importance of bringing together multiple support channels and modalities in order to meet the needs of different customer experiences and journeys.”

According to UJET’s report, the next stage of modern customer support is emerging, and some of the most impactful trends include:

Customers across all age demographics are moving towards text-based channels for customer support

While phone calls are still a popular support channel, especially for urgent issues, the demand to interact with support through text-based channels is well underway. While the perception is that Millennial and Gen Z customers are leading the charge for more mobile and digital-focused support interactions, UJET found that customers of all age groups and demographics and migrating towards text-based support channels such as in-app messaging, live website chat, and text/SMS channels. UJET’s data shows:

• 72% of respondents thought that texting in real-time with an agent would improve their support experience.
• 70% of customers believe in-app messaging and chat would enhance their experience with customer support.

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Improving customer experience through new features and applications

Whether it is out of necessity, convenience, or personal preference, the list of channels that customers are using to connect with companies continues to grow. However, simply expanding your customer support footprint across multiple channels is no longer enough. The support experience that customers are looking for reflects the devices they are using. UJET’s report revealed that the ability to upload and share photos, videos, and screenshots in real-time so an agent can visually understand an issue were all features and applications customers identified as ways to improve their support experience. The data shows:

• 67% of respondents want the option to upload and share a photo with an agent so they can visually understand the problem.
• 66% of respondents want the option to upload and share screenshots.
• 43% of respondents want to use fingerprint or facial recognition to identify and authorize an account.

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