Customers Expect Support Across Ever More Channels: New Microsoft Parature Report
Fully seven in 10 US consumers have stopped doing business with a brand due to a poor customer service experience. And a poor experience can be, simply, not the experience the consumer would choose. However superior a company's phone support, if the consumer prefers live chat or a knowledge base, they'll gripe about the experience. (In fact, fully 92% expect a brand or organization to offer a self-service customer support portal or FAQ page.)
So found Parature and Microsoft in their 2015 U.S. State of Multichannel Customer Service Report (download required), released in July.