As the pandemic lingers, relying on digital experiences has become second nature for many consumers. Chief among those is receiving customer support from brands, when physically going into banks, health clinics, and other locations isn't as common. Even before the pandemic, though, consumers were already forming preferences for resolving their support issues — this often meant embracing new, digital tools. To understand these trends further, Yext commissioned a survey* on those preferences — and, in turn, what consumers expect from brands, and what brands stand to gain (or lose).
*Yext surveyed 1,500+ consumers across all genders and ages (18-99) in the US.