The growth of web self-service
Published on: September 14, 2012
Organisations today operate in a multi-channel world. Consumers want the freedom to be able to contact them through a whole variety of channels – the web, email, phone, social media, chat and letter. And they want to be able to use different channels for different interactions – so they might ask a general question on a company website and call or email with a specific enquiry about th...