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Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Most consumers expect ready access to support or help. Multi-channelsupport can silo important customer history.
Supportchannels enable businesses to provide customers with information, solve problems, and respond to complaints. While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channelsupport systems necessitate access to each channel separately.
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