Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy
January 23, 2012
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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Table of Contents
- Online Customer Service Channel Preferences Are Evolving
- Savvy eBusinesses Will Revitalize Online Services In 2012
- Supplemental Material
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