Report

Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

January 23rd, 2012
With Contributors:
Zia Daniell Wigder
Amelia Martland
and Elizabeth Stark

Summary

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 h

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