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For Application Development & Delivery Professionals

Your Customers Don't Want To Call You

Invest In Self-Service And Low-Friction Channels In Your Contact Center

February 29, 2016

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Why Read This Report

Customers are increasingly using Web and mobile as a first point of contact with customer service organizations. Across all generations, they are also increasingly relying on digital channels like chat. Why? Customers expect companies to value their time, and these channels provide ways to easily and effectively resolve issues. This report outlines communication channels that customers use and strategies to boost the effectiveness of these channels. Application development and delivery (AD&D) pros can use this data to help align their operations with customer expectations to garner their satisfaction and long-term loyalty.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Not Enough Companies Optimize The Service Experience
  • Customers Migrate To Low-Friction Channels
  • Adjust Your Contact Center Operations To Value The Customer's Time
  • What It Means

  • Look For New Self-Service Technologies That Provide A Human Touch
  • Supplemental Material

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