Live channels (phone and chat) are almost 13 times faster than email or online forms, and when combined with self-service, companies can offer an additional "always on" way to search for answers, even before initiating a conversation.
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Publication Title: The Zendesk Customer Experience Trends Report 2020

Source Link:
https://www.zendesk.com/blog/zendesk-customer-experience-trends-report-2020/

Publication Year: 2020