Aberdeen Report: Improving Engagement with Multi-Channel Service

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In a recent Aberdeen survey, only 39% of organizations reported that they had been able to drive improvements in customer satisfaction over the previous 12 months. An even lower percentage indicated success in enabling higher rates of loyalty and retention. 

To combat this sinking trend in customer engagement, leading organizations are adding new channels of service to their customer satisfaction programs, and in the process are empowering their teams to deliver a more effective and consistent customer experience.

This report covers:

• The growing trend in multi-channel service
• How to build a channel strategy that maximizes engagement
  
• The key business capabilities in engagement strategy

Read this report to learn how top organizations are using new channels to ensure that their customers attain the customer service experience that they desire through the channel of their choosing.