Today’s customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher, 46% of customers expect companies to respond within four hours of their support request. What’s more, 12% of customers expect a response within 15 minutes.

Unfortunately, many companies are missing the boat, the average support response taking over 12 hours. With customer retention on the line, it’s no wonder that organizations are investing heavily into scalable customer support options.

But what are the right investments?

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