- Customers are already moving there, 60% of them prefer to go online for searching information
- BUT 44% of online customers do not find what they are looking for or have additional doubts
- Chat channel penetration doubled in the last 2 years, still with 1 to 1 approach, losing all the valuable information provided in any transaction.
- Online contact could be 20 times cheaper than voice transaction according to Accenture.
- 2.0 Customers are requesting collaboration solutions and Social Media access.