All that customers want these days is effortless engagement. 55% of US online adults say that they are very likely to abandon their online purchase if they cannot find a quick answer to their question. 77% say that valuing their time is the most important thing a company can do to provide them with good service. 

Customers increasingly use web self-service as a first point of contact with a company. In fact, last year, web self-service was the most commonly used communication channel for customer service, exceeding phone use for the first time ever.

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