“Channel Surfing: How Do Consumers Engage with Your Brand?” by Dale Conwell Featured in

August 10, 2018

Offering anywhere/anytime connectivity to your brand is great but do you know how many of your consumers are actually speaking with you? You may be surprised to learn it’s a much smaller number than you thought (or want). Are you reaping the rewards of your “always on” customer service investments? Our recent channel surfing study suggests not.

To get at what is really going on here, we collaborated with our partners at Wilke Global to get two foundational questions in front of real world consumers:

  • How do consumers find answers when they have questions about brands and products?
  • In which channels do consumers prefer to contact brands?

Read the full story by Dale Conwell, VP Business Development at C3i Solutions, in CustomerThink.

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As an industry leader in business process outsourcing, HCL Technologies delivers global, multi-channel engagement solutions. The Experience Matters. Let us show you why.

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