Multi-Channel Customer Care: A Survey of Consumer Preferences
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. In this webcast, Opus Research examines the survey results and shows how emerging modalities (chat, IM, SMS, video) are influencing merchants in developing customer care solutions.
- Presenting
- Dan Miller, Dan York
- Channel
- Opus Research
- Date
- Feb 18 2010
- Duration
- 2845
- Tags
- customer, care, SMS, Twitter, social, media, search
Flash is required to view this webcast/channel:
You need version 9.0.115.0 or later of the free Flash player from Adobe
to use this content.
To download and install the free player from Adobe's web site
click here.
