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Posted by Kate Leggett on June 20, 2012
A new study commissioned by Nice about consumer channel preference complements Forrester’s data quite effectively and adds more data to the understanding that customer service does not need to be exceptional but just needs to be frictionless, easily and efficiently delivering answers to customer questions.
Here is some recent Forrester data from our latest Consumer Technographics® survey about US customer service trends:
Data from the Nice survey says that:
In addition, the Nice survey conveyed:
So what do you need to do to enable frictionless service? You need to focus on three foundational elements:
So, the question is... what are you doing right?
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