Tricia Morris

MAY 18, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Eptica

JUNE 3, 2016

Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …

Advertising 20

Advertising Retail Report Sales 20

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …

Advertising 20

Advertising Retail Report Sales 20

Comm100

FEBRUARY 6, 2018

Business Seeks PR Software to Monitor Brand Across All Media. Company Seeks Omnichannel Customer Support Software. Which Factors Should I Consider When Deciding on a Customer Engagement Tool. Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers.

Software 104

Software Customer Engagement Engagement Omni-Channel 104