Trends Report

Your Customers Don't Want To Call You

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

February 29th, 2016
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Stephen Powers , Arelai Ephraim , Peter Harrison

Summary

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.

Want to read the full report?

Contact us to become a client

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.