Less than half of customer support incidents are handled by phone, with use of email, web chat, self-service, and social media all on the rise.  Not only are there more options for customers, but younger demographics have much different preferences for how to communicate than older customers. To meet the evolving needs of customers, support organizations must offer the support channels customers demand, but we must also work to encourage customers to adopt channels that are lower in cost and higher in satisfaction, improving the customer experience and lowering operating costs.

TSIA research is here to help, with research and benchmark data documenting average incident cost and customer satisfaction by support channel, as well as measuring volume by channel to help companies understand how quickly their customers are adopting new channels such as web chat and online communities. Additionally, research experts on multi-channel tools and strategies are available to answer your questions and help you identify new channel technologies, as well as how to implement them and go live successfully.

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