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At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channelsupport. Virtual call centers also need the ability to provide the seamless, omni-channelsupport customers want, along with the ability to highly personalize the service experience.
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.
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