Please note: This will be a 30 minute Webinar followed by a 10 minute Q&A.
Description
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.
Related Research
Get Access
Already a Client?
Log in to access this webinar.
Become a Forrester Client
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.
Purchase Webinar
Price: $ 300.00(USD)
PurchaseWebinar FAQs
See the Webinar FAQs for answers to technical and other Webinar questions.