Customers want to talk to you. Are you ready to have conversations where they want to have them? 

Maybe not, according to new research.

Customers say they’re frustrated with online help, and still prefer email to communicate, says Drift’s 2019 State of Conversational Marketing Report.

“Experiences that many businesses are providing no longer align with customer expectations,” said David Cancel, founder and CEO of Drift. “Today’s buyers expect to find what they’re looking for now, not later. As we prepare for the future, it will be more important than ever for businesses to be available across a broad spectrum of channels, and to make sure you’re communicating the way people prefer to communicate.”

Online help frustrations

First, here’s what frustrates customers most when they’re looking for help online:

  • getting answers to simple questions
  • trying to navigate complex websites, and
  • trying to find basic details about a businesses (as simple as hours of operation and a phone number!)

Bottom line, “people can’t find the information they’re looking for quickly and easily,” researchers said. Read  More