Customer service channel usage is evolving,, and offering excellent self-service to consumers has never been more important. According to Kate Leggett of Forrester – VP, Principal Analyst serving Application Development & Delivery Pros – customers are using more communication channels for customer service than ever before and are contacting customer service organizations more frequently.
Here’s one key takeaway from Forrester’s latest consumer survey about channel usage for customer service:
Consumers now expect service interactions to be quick and easy. When it comes to the IVR, only next-generation technology that enables intelligent interactions fits the bill. Enacomm is a leading provider of personalized, multi-modal self-service voice and data processing products and services. Delivered as hosted, on-demand and managed services through the cloud, Enacomm’s IVR solutions are helping organizations cut costs, improve loyalty and increase member retention.