This report highlights Jacada's key findings and insights to the customer service industry.
• Over 500 consumers participated.
• They were surveyed concerning their behaviors and expectations when it comes to interacting with customer service focused industries such as healthcare, insurance,
financial institutions, telecommunications, utilities and retail.
• Both traditional customer service channels (phone/IVR, website) and newer technologies (email, live chat, mobile apps, virtual assistant, forums, and social media)
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