Multichannel Service and Support Executive Survey

Supportindustry.com and CRMindustry.com recently conducted a survey focusing on multichannel customer service and support—its importance, the current state of the industry, and challenges in implementing and managing it. Sponsored by eGain Communications Corp., a provider of customer service and contact center software, the study was conducted and results compiled in a three-month period spanning November and December 2006 and January 2007. Survey respondents comprised high-level executives responsible for a range of customer-facing functions—including customer service, web self-service, IT support contact centers, marketing, and sales— and representing a range of industry sectors. More than a quarter of the companies that responded had annual revenues of more than $1 billion, while 22% had an annual revenue in the $250M-$1B range.

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