A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.
2% of organizations, as of 2013, had adequate technologies and processes in place to provide a consistent customer experience across departments and channels.
60% of internet users will opt for mobile customer service applications as their first customer support option by 2015.
Source: Gartner, Predicts 2014: Customer Support and the Engaged Enterprise