Monday, October 12, 2020
Invoca: Website Experience, Customer Service Key During COVID-19
Santa Barbara-based Invoca, which provides call tracking and analytics software, says a new study it ran shows that website experience and customer experience has become much more important in the era of COVID-19, particularly in big ticket purchases. The firm said it found that 8 in 10 consumers felt more confident making high-stakes purchases online when given a clear option to speak with a live agent. In particular, Invoca said that the COVID-19 pandemic has changed the way people research and buy such high-stakes purchases like cars, insurance policies, wireless plans, and big-ticket home improvement items. The company is in the business of providing tools to help companies with customer support and call tracking to support companies with customer support.