THE OMNICHANNEL APPROACH
Omnichannel is a must-have for most participants, since their consumers use up to six channels for customer care requests. Seamless multichannel transactions, however, remain a challenge given the lack of backend system integration.
Traditional channels, including letters and fax are still of relevance for German consumers; together with call centers they still represent the vast majority of customer care interactions.
NEW CHANNELS ARE ON THE RISE
- Text Chat: 57% of the participating companies offer text chat on their website
- Video Chat: 29% have video chat in their portfolio
- AI Chatbots: 0%, despite the need for AI-enabled chatbots, they cannot be found on web yet