Interesting a blog on Microsoft Dynamics, where Tricia Morris writes about multichannel customer service.
A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are creating both greater and faster service expectations across the board.
The survey, which gauged the responses of 1,000 U.S. consumers, shows that time and effectiveness are of the essence when it comes to a satisfying customer experience. Key findings are summarized in the accompanying infographic.
The Parature survey report explains how social media plays an important role in customer service and how businesses can adapt to customer expectations.
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