资料：With55%ofconsumers'customerserviceinteractionsstartingonlineand63%ofadultsusingtheirsmartphoneseveraltimesamonthtoseekcustomerservice，yourmobilecustomerservicetacticsaremoreimportantthanever. Astrongmobilecustomerservicestrategywillnotonlyhelpyouavoidlosingcustomers，itcanhelpyougainnewonesandimpactthebottomline. Thinkfastordroptheball Whenitcomestocustomerservice，speediskey.Ifmycreditcardstopsworking.orifIamtryingtofindthegatetomyflight，orifIjustlostcellreception，Ineededtheresponsefiveminutesago.Whencustomersdogetintouch，it'simportanttoactfasttogetthemtheinformationtheyneed.Forty-twopercentofAmericanshopperscomplainingonsocialchannelsexpectabrandtorespondwithinthehour，and57%expectthesameleveloftimelycustomerserviceviasocialmediaatnightandontheweekendsasduringbusinesshours. Customers，however，arenotjustlookingforspeedyresponses.We'reaccustomedtohavingalltheinformationweneedatourfingertips.AccordingtoForrester.SS%ofshoppersarelikelytoabandontheironlinepurchaseiftheycan'tquicklyfindananswertotheirquestionand30%ofusersconsideringabandoningapurchaseifasiteisnotmobileoptimized，whetherthat’sonyourwebsiteorviayoursocialmediaplatforms.
A.Make sure that doesn't happen to you by thinking through potential questions your customers may have， and identifying any missing or incorrect information before customers need to reach out. Additionally， ensure your customer service contact info（whether that's a contact form， email address or social media handle） are readily available on all mobile website pages. The fewer chicks we have to make to get the information we seek， the better！ B.How many people first turn to on-line channels when they seek customer service? C.C D.D正确答案B
