“Multi-Channel Customer Care: A Survey of Consumer Preferences”

Webcast On-Demand – Sign-up Below!

There’s still time to register for this free Webcast. I’ll be sharing results from a survey of “shoppers” regarding actual use of multiple channels when dealing with vendors.

In both preference and practice, people have established personal preferences in how they interact with selected vendors. A recent Opus Research survey shows the increasing sophistication in how consumers choose shopping and support options based on these preferences.

Among the survey highlights, it is clear consumers first identify products or services to purchase online. Subsequently, consumers apply all means of communication — including search, toll-free numbers, social networks, and mobile interactions — to pursue and support these transactions.

While phone-based customer support remains an important link in customer conversations, the survey provides empirical evidence that merchants and their technology providers need to extend support to all communications channels — including those with which their customers are growing most comfortable.

In this free webcast, Dan Miller, senior analyst with Opus Research, and Dan York with Voxeo, discuss the survey results and how emerging modalities (chat, IM, SMS, video) are influencing merchants in developing customer care solutions.

Speakers:
Dan Miller – Senior Analyst, Opus Research
Dan York – Director of Conversations, Voxeo

Categories: Articles

Tags: customer care, Twitter, Contact Center