This past November we attended Dreamforce and conducted our annual event survey, asking attendees about their preferred channels for customer service. We are pleased to share the results!
The survey found that consumers want customer service to be accessible at all times and on all channels, be it voice, e-mail, web chat, SMS, or via a mobile app. No new news to those of us in this industry, but let’s take a closer look.
Over 51% of respondents said the first place they....