Customer Service Tracking Survey
Publishers look to the internet as another touch point with their consumers. Customer service pages have become more sophisticated, user-friendly and cost efficient. MPA has aggregated customer service transaction statistics from CDS, Kable, PDC and TCS. We have found over a three year period, online transactions have nearly doubled since 2002. Online transactions represent 22% of total transactions versus only 12% in 2002. View the spreadsheet to benchmark you own customer service from offline to online and calculate your savings.
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