Multichannel customer service a growing need for businesses

03/29/2013 | B2C Marketing Insider

Customers now expect to be able to interact with companies through a variety of channels for customer service needs, and they expect to be treated with a personal touch, writes Tricia Morris. She notes that 74% of customers in a recent survey reported using at least three ways of interacting with a company for customer issues and that businesses differentiate themselves when they allow customers to start and continue a customer service conversation across multiple channels.

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