Parature

Customer Service Software That Revolves Around You™

2014 State of Multichannel
Customer Service Survey



Complimentary Report Download

New Report Uncovers the Changes in Customer
Preferences and Expectations for Service

Customer service delivery channels are increasing and evolving at a dizzying pace. A recent Ovum study of more than 8,000 consumers shows that 74% now use at least three channels when interacting with an enterprise brand or organization for customer-related issues.

In addition to the number of customer service channels, customer expectations are also changing and increasing, which means customer-centric brands must operate in a constant state of evolution while maintaining a focus on serving the customer and their immediate needs.

As brands and organizations, we cannot control the rise of new customer service channels, so we must adapt to them with the challenge and goal being to deliver a consistent customer experience across every one.

This 2014 State of Multichannel Customer Service Survey shows that old channels are not going away; new channels such as social and mobile are now in play, and that some channels are decidedly more popular depending on the nature of a customer’s question or issue.

More Highlights:

  • Getting Started with Social Listening for Customer Service
  • Tracking and Responding to Customer Service Issues
  • Pulling All-Important Social Customer Feedback, and
  • Key Metrics for Social Monitoring and Reponse for Customer Service
  • And More!

This insightful report by Parature, a Microsoft Company, is free to download.

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