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| Countries covered: France Introduction The customer service landscape is changing as new channels for interaction emerge with the proliferation of mobile devices, web, social media, SMS, and proactive communications. Ovum's survey of 500+ consumers in France reveals new trends that are impacting the delivery of customer service in that country. Features and benefits
The most successful channels for first-time issue resolution involved human contact: telephone conversations with CSRs and email. SMS, social networking, and automated service with speech recognition remain the least successful methods of resolving customers’ issues. Your key questions answered
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