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Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and ContactCenterSoftware. phone, tablet, email, chat, text, website, Facebook, other social networks).
With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.
A study by Forrester states that more than 63% of the businesses are still looking to further improve their customer’s onlineexperience in the coming year. Many of them have outsourced contactcenter operations and some have maintained in-house customer support.
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