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Over the last decade, social support has gone from bleeding edge to pacesetter practice, and today, with the mass majority of companies hosting customer communities, over half of companies doing some type of social media monitoring, and 41% supporting customers via microblogs such as Twitter, social support has become a standard practice.In this report, learn how customer preferences for channels and devices are evolving to increasingly embrace social and digital channels over traditional support channels, and mobile devices over laptops and desktops. With digital transformation gaining traction as one of the hottest trends in support, companies must get over their reluctance to leveraging these new channels of communication, ideally doing pilots and limited programs to identify needed technology and establish new processes prior to customers demanding social and digital support in even higher volumes than today.
Distinguished VP, Service Technology Research, TSIA
Publish Date: May 7, 2018
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Peg Rodarmel, SVP, Subscription Services, Infor
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