Webhelp, a leading global customer experience and business solutions provider, has today released new research regarding consumer preferences towards video chat . The research conducted during the pandemic found that, whilst COVID-19 has resulted in an uptick in the use of video calls across both personal and professional lives, consumer preferences for the use of video calling in a customer service setting have dramatically increased at 70%. Continue reading Video Chat for Customer Service sees 70% growth in Europe →

By 2025, 80% of customer service organizations will have abandoned native mobile apps in favour of messaging for a better customer experience, according to Gartner, Inc. Continue reading Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favour of Messaging by 2025 →

More than 70% of consumers would switch to another financial institution if it provided rich media video content and information through innovative media tools, according to new research from PYMNTS and SundaySky, the leading platform for video-powered experiences. Continue reading More Than 70% of Customers Would Switch Financial Institutions for Rich Video Content, According to SundaySky, PYMNTS Research →

The lifestyle changes driven by the lockdown have prompted more small businesses to radically transform their business processes. It’s increasingly become clear that companies were ill-equipped to handle this new way of working and are turning to technology for help. Continue reading Pandemic lockdown has accelerated interest in CRM systems →

A new research report from Go Inspire Group reveals that the UK financial services sector could be saving over £47 million every year from reduced call volumes by re-engineering how information is designed and presented. Continue reading Financial services sector wasting millions in unnecessary call centre volumes →

A majority of organizations have witnessed strong productivity gains in Q3 2020 by allowing employees to work remotely; however, employees are being impacted by the feeling of being “always-on”. Continue reading Nearly 70% of organizations believe the productivity gains of remote working are sustainable beyond the pandemic →