Trends Report

Understand Communication Channel Needs To Craft Your Customer Service Strategy

March 11th, 2013
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Stephen Powers , Zia Daniell Wigder , Shannon Coyne

Summary

Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and demographics. Adoption of online customer service channels, such as chat with live agents and social media, is exploding as consumers expect relevant and seamless customer service across channels. This report helps eBusiness and channel strategy professionals supporting customer service operations to align communication channels to customer demand and break down the siloed implementations of customer service channels in order to appeal to the majority of today's consumers.

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