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| Countries covered: China Introduction The customer service landscape is changing as new channels for interaction emerge with the proliferation of mobile devices, the Web, social media, SMS, and proactive communications. Ovum's survey of 500+ consumers in China reveal new trends that are impacting the delivery of customer service in that country. Features and benefits
The channels used by Chinese respondents have changed significantly in the last few years, with respondents stating that they use automation and speak to CSRs much more often today than they did two years ago. The biggest jump in usage from two years ago to today was in web self-service and web chat. Your key questions answered
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