A study of more than 8,000 consumers showed that 74 percent of customers use at least three channels when interacting with customer service.
Customer service contact channels are increasing, and customer usage of those channels continue to grow. Data shows that over time, customers will continue to increase the number of contact channels being used as part of the customer experience. It’s critical that your customer service management strategy is prepared to address customer needs and effectively deliver the type of service customers expect consistently across each of those channels.
The team at Parature compiled this customer service infographic outlining the historical change in how customer service takes place between customers and the enterprises that serve them.
See on www.business2community.com