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Customer Service in the Digital Age

CSM Magazine

3 For example, a critical role of the Chief Executive Officer is to manage and shape relationships to ensure that products and services remain viable. These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels. Omni-channels.

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Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Most consumers expect ready access to support or help. Multi-channel support can silo important customer history.