The answer to that question?
Most companies do not appear ready to offer high quality service via digital channels, according to a new study from CXACT.
“This will impact the bottom-line and open companies to competitive threat,” according to the study titled, “Customer Touchpoint Stress Test: A Look at the Customer Experience Across Customer Service Channels.”
The study tested 50 brands for customer satisfaction via different channels: phone, email, online chat, and Facebook. Customers of the companies were....