Read the Results: Global State of Multichannel Customer Service Report

As customer service and customer experience become key differentiators, it has never been more important to know as much as you can about customer preferences and expectations for service and engagement.

Microsoft’s annual Global State of Multichannel Customer Service Report surveyed 4,000 consumers from Brazil, Japan, the United Kingdom and the United States on their expectations and preferences, with interesting and very different responses around customer service depending on geography. One response was overwhelmingly common however: consumers have growing year-over-year expectations for customer service delivery and quality.

Access this complimentary report to read the fascinating results from Brazil, Japan, the UK and the US which include:

• Number of channels regularly used for customer service
• Channel preference based on geography
• What customers view as the most important aspects of a good customer experience
• Most frustrating aspects of a poor customer experience
• Expectations for self-service, social and mobile channels which vary greatly by location
• Growing importance of service in a customer’s choice of or loyalty to a brand
• What percentage of customers leave a brand or organization due to a single poor customer experience
• And more...

This report serves as a key reference and strategy tool for 2016 customer service planning.

Bonus Webinar: Global State of Multichannel Customer Service

In a recently recorded webinar, Bill Patterson, General Manager of Service Engagement from Microsoft reveals the fascinating results from Microsoft's new global customer service report. Hear him explore the key differentiators for brands and organizations across all industries around the globe. Click here to watch the webinar today!

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