Channel Management: Core To Your Customer Service Strategy

January 20th, 2015

Kate Leggett VP, Principal Analyst

Fraser Tibbetts

With contributors:

Stephen Powers , Zia Daniell Wigder , Arelai Ephraim

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 understand which communication channels customer use and the satisfaction ratings of each channel. Use this data to help align your operations with customer expectations in order to garner their satisfaction and long-term loyalty.

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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.