पोस्ट

We’ll Spend 1 Billion Years Online in 2018

By Mandy Reed, Marketing Manager (Global)

It’s certainly no secret that we’re spending more and more time online. In fact, the 2018 Global Digital suite of reports from We Are Social and Hootsuite, published earlier this year, share data showing that the average internet user spends about 6 hours online every day. When you add that up for the 4 billion internet users across the globe, the world will spend an impressive 1 billion years online this year!

Nearly a quarter of a billion new users came online for the first time last year, bringing the total internet users to 53% of the world’s population – up 7% from 2016. Much of this growth is due to more affordable smartphones and mobile data plans. Social media use is also on the rise, up 13%, with over 3 billion people using social media platforms each month. Not surprisingly, 9 in 10 of those users are accessing those platforms on mobile devices.

Digital Around the World in 2018

The Growth of Messenger Apps

During 2017 nearly 1 million people started using social media for the first time every day, which breaks down to more than 11 new users every second. Facebook’s core platform is still the leader in active users, but WhatsApp and Facebook Messenger both grew twice as fast. The number of people using each of those messenger apps was up by 30% last year, tying them at about 1.3 billion active users on each platform. However, WhatsApp wins when it comes to geographic penetration, boasting top messenger app status in 128 countries compared to Facebook Messenger’s 72 countries.

 Top Messenger Apps

The Rise in E-commerce

1.77 billion people worldwide are now buying consumer goods online, a growth of 8% during 2017, reaching a total annual spend of nearly $1.5 trillion USD last year. Adding in other categories such as travel and digital content raises the global e-commerce figure to be closer to $2 trillion USD.

Approximately 45% of all internet users are now making purchases online although there is a wide variation among countries. The United Kingdom leads the pack with 78% of the population buying consumer goods online; the United States comes in at 69% and Australia at 59%. Not surprisingly, the average revenues per user (ARPU) has also shown solid growth and is up 7%.

e-commerce consumer goods

e-commerce

Get to Know the Trends AND Your Customers

More than just providing attention grabbing statistics (like the world spending a whopping 1 billion years online in 2018!), these reports highlight some important worldwide trends for businesses. More than half of the world’s population is now online. It’s where we go to connect with each other, find answers to our questions and do our shopping. We’ve become highly connected digital customers looking for 24/7 access to information and support on a variety of devices. Organisations and brands need to keep their finger on the pulse of these trends – both global and local.

Getting know the trends is a great place to start but it isn’t enough. Companies also need to get to know their customers in order to understand how best to apply these trends and address the changing digital landscape. For example, organisations should be looking at how they can engage with customers on messenger apps and other social platforms but need to know which ones their customers are already using or those efforts will be wasted.

A good example of an organisation doing this is Transport for NSW in Australia. They saw an opportunity to connect with customers on Facebook Messenger and introduced an interactive chatbot, their Real-time Intelligent Transport Assistant (RITA), on the platform. They then built on RITA’s success in Facebook Messenger by adding the chatbot to their website and, in January of this year, integrating RITA with Amazon’s Alexa.

By combining global, local and industry trends with an understanding of their customer base, organisations can take advantage of the world’s growing dependence on the internet and preference for purchasing goods online. Companies will benefit from increased engagement and a better experience by meeting their digital customers where they are already spending their time.

CXM 2017: Meeting New CX Challenges in India

By Shantanu Purandare, Executive Director, India

According to a recent study, the number of internet users in India is expected to reach 600 million by 2020, nearly double the approximately 343 million users currently. A big factor in this growth is the increasing availability and adoption of smartphones. As the world’s second largest mobile phone market, India is predicted to see a growth from 240 million smartphone subscriptions to 520 million by 2020. With more and more customers becoming digitally connected, companies in India are facing new challenges when it comes to building a happy, loyal customer base.

For this reason, creating world-class customer experiences for digitally inspired and demanding customers is the focus of Customer Experience Management 2017, India’s largest customer experience event. CXM 2017, which is being held on February 3rd in Mumbai, will feature insights on how organizations can transform their experiences to meet the heightened expectations of progressively sophisticated, diverse and demanding customers. As the event’s Omni Channel Partner, Creative Virtual is looking forward to showcasing our suite of Smart Help solutions and sharing insights into how enterprises around the world are using these tools to increase customer engagement, reduce customer support costs and increase revenue.

The increasing adoption of smartphones, both in India and globally, is forever altering the way customers engage with businesses. Expectations for instant 24/7 customer service options are becoming the norm. Organizations need to move away from the traditional approach to customer experience and make investments in delivering easy, seamless and personalized smart help across digital channels. In order to remain competitive, they must provide a fully-integrated, omnichannel customer experience that matches with the growing demands of their customer base.

During CXM 2017, I’ll be joining the ‘Analyzing Customer Voice’ panel discussion to specifically talk about how social media is changing the way digitally savvy customers interact with brands. They now have the ability to share their opinions – good and bad – about products and companies with a global audience almost instantly. Organizations need to pay attention to the viewpoints customers are sharing on social channels, but it can be a challenge to know where to start. As a panelist, I’ll share insights into how companies can effectively analyze and apply the customers’ voice to positively impact their customer experience strategies and effectively use this information to their advantage across geographies, cultures and markets.

I hope you’ll join us in Mumbai at the beginning of February for what promises to be an inspiring day of keynote presentations, panel discussions and networking opportunities. My panel discussion on ‘Analyzing Customer Voice’ is set to begin at 11:30. You can learn more and register for the event on the CXM 2017 website.

If you aren’t able to attend, be sure to request your own personalized demo to learn more about our omnichannel smart help solutions.