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Last week we polled our community members to see if they considered mobile customer service to be a competitive differentiator. 77% of our respondents said yes.
How do these results compare with previous research?
In April of this year USAN Emergening Channnels research around the same question also garnered an overwhelming majority. 63.25% of respondents answered yes.
Voxeo Mobile asked the same question in December 2012, and 61.8% of their respondents said yes.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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