Understand Communication Channel Needs To Craft Your Customer Service Strategy
Forrester Research, Inc world leading analysis independent company that provides pragmatic and forward-thinking advice to global leaders in business and technology.
Download your copy today. Includes :
- All Generations Demand Effortless Customer Service
- Customer Service Channel Usage Has Shifted From Three Years Ago
- Adapt To Your Customers' Channel Preferences
- Supplemental Material
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Consumers' preferences for customer service channels are rapidly changing - there's disruption and change across all ages and demographics. Adoption of online customer service channels, such as chat with live agents and social media, is exploding as consumers expect relevant and seamless customer service across channels.
Forrester Research, Inc. in "Understand Communication Channel Needs To Craft Your Customer Service Strategy"
Kate Leggett, Stephen Powers, Zia Daniell Wigder, and Shannon Coyne
March 11, 2013.