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
With contributors:
Stephen Powers , Arelai Ephraim , Peter Harrison


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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