Multi-Channel Customer Care: A Survey of Consumer Preferences

Presented by

Dan Miller, Dan York

About this talk

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.

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