In today’s world, customer service is no longer restricted to a simple phone call. A recent report from Dimension Data found that digital interactions account for 35% of all contact center interactions.
In fact, customers are so vested in the idea of emerging channels that contact centers have ranked it their number one priority. As digital use climbs, nearly 75% of contact centers predict an increase in non-voice interactions within two years. Over 40% expect a decrease in voice traffic in that same time period.
Some of this digital dominance can be attributed to smartphones, which have exploded in popularity over the past few years. According to Pew Research, over 64% of American adults now own a smartphone, up from 35% in 2011. But it’s not just limited to the U.S.—one in five people across the globe own a smartphone.