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Nearly 20 percent of U.S. households now contain 10 or more connected devices, and as consumers increasingly work new communication tools into their daily lives, they are also demanding multichannel options when they need customer service and expect it to be faster and easier to use than ever. Not all companies, however, are meeting those expectations.
New research shows that 70 percent of U.S. consumers say being able to get customer service via multiple channels is important to them, while 36 percent will switch channels if their issue isn’t resolved within an hour.
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