For eBusiness & Channel Strategy Professionals

Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

    Why Read This Report

    Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more consumers. Consumer adoption of chat and social customer support has exploded in the past two years. Not all channels are equal among generations: For example, younger generations are more likely to prefer chat over the telephone and use social media for support. But a preference of online customer service is not the domain of youth. Savvy eBusiness leaders recognize that developing online customer support channels isn't a tactic to build future relationships with today's younger customers; online customer service is imperative to appeal to the majority of today's online shoppers.
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    • Online Customer Service Channel Preferences Are Evolving

      Savvy eBusinesses Will Revitalize Online Services In 2012
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