As customer service and customer experience become key differentiators for brands and organizations across all industries around the world, it has never been more important to know as much as you can about their preferences and expectations for service and engagement.
Microsoft’s Global State of Multichannel Customer Service Report shows that on average, consumers regularly use at least four different channels when interacting with a brand or organization for customer-related questions and issues. In addition to the growing number of channels being used, channel preference is also changing based on the customer’s perceived value for time spent or channel convenience.
With more than half of the consumers surveyed saying that their customer service interaction now begins online, this report notes fast-growing expectations for mobile, social, and online self-service capabilities.
Phil Muncaster reports on China and beyond