Did you know that 71% of Americans use 3 or more channels to engage with a brand? Or that 41% of them use 5 or more?

Are you delivering customer service on the channels of your customers’ choice? Live chat and self-service are must-haves in the Google era. Have you kept up? These are some of the pertinent questions that come up in our survey of 1,000 American consumers to delve deeper into their customer service expectations.

Download ‘The New Rules of Customer Engagement’ to gain actionable data and insights on:

  • The impact of poor customer experience on business
  • Common frustrations with customer service interactions
  • Preferred channels to engage with customer service (live-chat is in!)
  • The rise of self-service and proactive support


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