Trends Report

Brief: Don't Make Your Customers Call You For Service

Invest In Self-Service And Low-Friction Channels To Gain Customer Loyalty

May 16th, 2016
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Stephen Powers , Meredith Cain , Peter Harrison

Summary

Customers increasingly use web and mobile as a first point of contact for customer service. Across all generations, they also increasingly rely on digital channels like chat. Customers expect companies to value their time, and these channels provide ways to easily resolve issues. This report outlines communication channels that customers use and strategies to boost the effectiveness of these channels. eBusiness and channel strategy professionals can use this data to help align their operations with customer expectations to garner customer satisfaction and long-term loyalty.

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