Forrester Research - August 23, 2011
by Diane Clarkson
for eBusiness & Channel Strategy Professionals
The way consumers interact with your company online is rapidly evolving with the use of new touch points and devices, most notably through social media channels and the use of mobile devices such as smart phones. According to Forrester Research, these trends call for a new approach to online customer service that allows organizations to optimally service customers across all touch points.
Read this white paper to learn:
- what Agile Customer Service is and how it provides a consistent experience across all touch points;
- how savvy organizations are using social media to increase sales and improve customer service;
- why you need a mobile strategy; and
- what new technologies you need to implement to support mobile commerce/customer service
Social media and mobile customer service are two trends you cannot ignore. This Forrester Research piece will provide you with insight on how you can address changes in online consumer behavior.
Download now
