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Predicts 2014: Customer Support and the Engaged Enterprise

Customer service is re-emerging as the core business strategy to create a winning customer experience. Great service needs to be consistent across all mobile devices, as well as social and digital media channels. It also needs to be personalized and consistent with marketing efforts.

  • by 2016, Facebook and Twitter will have their own social media engagement applications for enterprise customer service
  • by 2015, at least 60% of the Internet users will opt for mobile customer service applications as their first option
  • through 2015, contextual advice and support delivered through analytics systems across all channels will be the key differentiator during customer engagement