"The survey results are clear: consumers expect more choices and more ways to interact with business today. The smartest companies are quickly adapting to changing consumer behaviors and needs, extending customer service beyond just phone and email to mobile apps, text messaging, chat and social media." said Paul Jarman, CEO of inContact. "At inContact, we believe that offering a personalized customer service experience is at the forefront of success for brands today. We have added significant new features to our own platform to help our users adapt to new channels and new ways of communicating."
This survey was conducted online within the United States by Harris Interactive on behalf of inContact via its Quick Query omnibus product from February 11-13, 2013 among 2,191 adult ages 18 and older.
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