8X8 warns 23 percent revenue boost linked to customer engagement as slow responses risk sales loss

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Ashutosh Sureka

1 hour ago

8X8 warns 23 percent revenue boost linked to customer engagement as slow responses risk sales loss — 8X8 ties revenue to engagement

Customers who engage fully with companies generate 23 percent more revenue and are 90 percent more likely to remain loyal, according to 8X8.

A recent observation shared by the company points to a lost sale after a potential customer waited 30 minutes for a response on WhatsApp and then turned to a competitor. 8X8 argues that response delays in customer communication channels are not just a support issue, but directly impact revenue and long-term business relationships. Most businesses, the company states, continue to treat these interactions as simple support tickets, missing the broader financial implications.

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8X8 recently launched a platform aimed at unifying WhatsApp, SMS, LINE, email, and voice channels to support business communication in a single interface. The company claims such omnichannel support can help businesses retain 89 percent of their customers. Separately, 8X8 won Gold in the AI category at the Drum Awards for its The Power of You initiative led by CMO Bruno Bertini earlier this year.

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