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.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).