The 2015 U.S. State of Multichannel Customer Service Report from Parature, from Microsoft and Microsoft Dynamics CRM details the current expectations of U.S. consumers for multichannel customer service to include social media, self-service portals, mobile, phone, live chat, email and more.

3. Ascustomer service and customer experience become key differ entiatorsfor brandsand organizationsacrossall industries, it hasnever been mor e
important to know asmuch asyou can about your customersand their expectationsfor ser vice and engagement acrosschannels.
Parature, from Microsoft’sannual U.S. State of Multichannel Customer Service Report showsthat consumersnow regularly use at least four different
channelswhen interacting with a brand or organization for customer-related questionsand issues. In addition to the gr owing number of channels
being used, channel preference isalso changing based on the customer ’sperceived value for time spent. For example, customer sin thisyear’ssurvey
rated live chat just behind the telephone asthe assisted channel they most pr efer. Thisismost likely in part due to thischannel’sability to provide
prompt, personalized online assistance for complex questions, many timeswhile the customer isdoing something else or doesnot have the ability to
wait on hold.
With more than half of the consumerssurveyed saying that their customer ser vice interaction now beginsonline, thisyear ’ssurvey notesfast-grow-
ing expectationsfor online self-service, mobile and social engagement. Think customer sonly engage on social to complain about brands?You’ll be
surprised by thisyear ’ssurvey results.
The 2015 U.S. State of Multichannel Customer Service Report also takesa look at what consumersview asthe most important aspectsof a good cus-
tomer experience, aswell asthe most frustrating aspectso f a poor experience. Thisyear ’ssurvey showsthat 98% of U.S. consumerssay that customer
service isvery important or somewhat important in their choice of, or loyalty to, a brand.
Service hasnever been more important and customer expectationsare on the rise. Asbrandsand organizations, it’stime to set a baseline for the con-
sistent delivery of satisfying service acrosschannels, and work from there to become a leader on thisincreasingly competitive battlefiel d.
To your successin customer ser vice and engagement,
Bill Patterson
General Manager of Service Engagement, Microsoft
Introduction

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2015 U.S. State of Multichannel Customer Service Report.
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