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However, over the last few decades, customer experience and service delivery veered away from personalizedsupport and adopted a “call and wait” system while companies cut costs and installed voice-activated phone prompts. Today’s trends are all about personalization with a twist.
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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