Not unlike most consumers in the U.S., Australian consumers enjoy “channel bouncing” -- the tendency of consumers to use many different customer service channels (e.g., website, phone, email, branch visits) -- to resolve customer service issues, according to the recently published Avaya Asia Pacific Customer Experience Index.
The use of social media increased by 50% over 2012, making it the fastest-growing customer service channel along with mobile applications. Of those people who used social media to contact a company....