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DID YOU KN OW? By far, the MOST requested improvement from customers was “Better Human Service.” BETTER HUMAN SERVICE 40% INTEGRATE MORE CHANNELS 20% ENRICHED CONTENT 15% WEB ASSITANTS OR AVATARS 15% OTHER 7% SUPPORT SOCIAL COMMUNITIES 5% Source: “The Cost of Poor Customer Service” by Genesys Global Survey, 2009CHAPTER 3: POWER IN A PERSONAL TOUCH 31 HelpScout.net

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