Customers Expect Support Across Ever More Channels: New Microsoft Parature Report

by Dann Anthony Maurno, Assistant Editor
published August 5, 2015

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.

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About Dann Anthony Maurno

Dann Anthony Maurno is a seasoned business journalist who began his career as International Marketing Manager with Lilly Software, then moved on as a freelancer to write for such prestigious clients as CFO Magazine; Compliance Week;Manufacturing Business Technology; Decision Resources, Inc.; The Economist Intelligence Unit; and corporate clients such as Iron Mountain, Microsoft and SAP. He is the co-author of Thin Air: How Wireless Technology Supports Lean Initiatives(CRC/Productivity Press, 2010).

Dann can be reached at dmaurno@guidepointmedia.com.

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