Vonage：2024全球客户互动报告-AI与伟大的客户体验（CX）（中译版）（25页）.pdf

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