Trends Report

Demands For Effortless Service Must Influence Your Customer Strategy

June 10th, 2014
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Stephen Powers , Zia Daniell Wigder , Harley Manning , Victoria Boutan

Summary

Consumers of all generations demand effortless service. They want to use self-service communication channels to quickly get answers to their questions; move between communication channels during a customer service interaction and not have to restart the conversation; be proactively engaged at a point of need; and, most importantly, ensure companies value their time. eBusiness leaders are challenged to meet the customer service demands of increasingly sophisticated online users. This report helps eBusiness professionals understand the service experience that consumers expect and the implications of different customer service technologies.

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