9 in 10 Consumers Believe Service Quality Should Transcend Channels

Customer service channels are evolving, but 89% of consumers believe it’s important to be able to communicate with brands on any channel and still receive the same quality and efficiency of response, per results from a LiveOps study conducted by Harris Interactive. That means that brands need to step up their social customer service efforts, particularly when it comes to speed of response: previous research has shown a big gap in response times between phone calls and social media. (more…)