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Your Customers Don't Want To Call You For Service

June 16, 2016

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Please note: This will be a 30 minute Webinar followed by a 10 minute Q&A.


Customers are increasingly using Web and mobile as a first point of contact with customer service organizations. Across all generations, they are also increasingly rely 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 webinar outlines communication channels that customers use and strategies to boost the effectiveness of these channels.

Key takeaways:

  • The number of channels that customers use for customer service increases year over year. Customers are migrating to online self-service channels, as they provide an easy and effective way to resolve issues.
  • Customer service organizations must put a solid foundation of knowledge management in place and use customer, contact, and behavior data to optimize low-friction engagement.

Vendors mentioned: [24]7 Inc., Liveperson, and TouchCommerce.

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