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BizReport | Social Marketing January 11, 2016

More research reveals social media an important customer contact channel

More research points to social media as being the place consumers increasingly turn to for answers to queries and to lodge complaints.... >>

BizReport | Loyalty Marketing June 28, 2011

Consumers want quick answers from customer service

Avaya's recent global Contact Center Consumer Preference Study reveals that, in order to provide the most comprehensive customer service, businesses must ensure they're not only quick off the mark but that they make as many contact methods available to consumers... >>

BizReport | Ecommerce March 17, 2008

Study: Multi-channel customer service disappoints

Many websites are still making their customers jump through hoops to find answers to simple questions, finds the latest of Transversal’s annual customer service studies.... >>

BizReport | Ecommerce December 10, 2007

U.K. email response times up on 2006

The amount of time taken for companies to respond to email enquiries has risen in the last twelve months, according to new research carried out in the U.K. by Transversal, and consumers are finding it quicker to pick up the... >>