With the growth of chatbots, digital channels, challenges of call quality in a hybrid work environment, and rising customer churn, customer service is changing rapidly to address the following:
The global chatbot market is growing at a CAGR of 29.9% (2019-2024)
- 32% of customers will leave after one bad experience. 91% will not return
- 70% of home-based agents experienced call quality issues in the last 12 months.
- 80% of customers expect real-time interaction, and 75% expect a consistent experience across all channels
Discover how Hammer empowers utility companies to adapt to ever-changing customer needs and business requirements, maintain compliance, and deliver consistent and quality customer journeys, even during unexpected events.