Article

The Multi-channel Customer Care Report

Published February 6, 2018
Last updated July 28, 2021

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Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. It’s a paradoxical challenge for companies, one brought about by increasing levels of consumer expectations and the fast-changing technical landscape of customer communications.

Zendesk recently commissioned a research firm, Loudhouse, to explore this important and perplexing challenge. The research conducted illuminates four key trends from which important conclusions can be drawn:

  • Multi-channel customers are less patient and expect more than they did five years ago.
  • Multi-channel use has increased considerably in three years, with more diverse channels available to customers.
  • Customers are developing distinct expectations for each support channel.
  • Higher expectations are balanced by a more relaxed approach to sharing personal information—but only if doing so improves service.
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    This report explores these key areas further, providing deep insight for businesses keen to stay ahead of their competition through improvements to their customer service strategies.