Oracle has released the results of its "Consumer Views of Live Help Online 2012" report, which surveyed more than 3,000 consumers worldwide regarding their use of customer service channels including call centers, live chat, click-to-call and email.
Mike Webster, Sr. VP & GM, Oracle Retail said, "As consumers frequent online sites more than ever, they expect to engage with companies' customer service representatives while they are there. Whether the customer visits the company's commerce site or social media page, there must be a clear link to a customer service person that is informed and able to help."
