资料：With55%ofconsumers'customer-名校题库网

资料：With 55% of consumers' customer service interactions starting online and 63% of adults using their smartphone several times a month to seek customer service， your mobile customer service tactics are more important than ever.

A strong mobile customer service strategy will not only help you avoid losing customers， it can help you gain new ones and impact the bottom line.

Think fast or drop the ball

When it comes to customer service， speed is key. If my credit card stops working. or if I am trying to find the gate to my flight， or if I just lost cell reception， I needed the response five minutes ago. When customers do get in touch， it's important to act fast to get them the information they need. Forty-two percent of American shoppers complaining on social channels expect a brand to respond within the hour， and 57% expect the same level of timely customer service via social media at night and on the weekends as during business hours.

Customers， however， are not just looking for speedy responses. We're accustomed to having all the information we need at our fingertips. According to Forrester. SS% of shoppers are likely to abandon their online purchase if they can't quickly find an answer to their question and 30% of users considering abandoning a purchase if a site is not mobile optimized， whether that’s on your website or via your social media platforms.

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！

What is the main suggestion of this article?

A.Identifying any missing or incorrect information before customers need to reach out
B.Make online customer service easy and quick for customers
C.Avoid losing customers， it can help you gain new ones and impact the bottom line
D.ensure your customer service contact info are readily available on all mobile website pages

查看答案纠错

答案： B

本题解析：

本题问的是“文章的主要建议是什么？”A选项“在客户需要联系之前识别任何遗漏或不正确的信息”；B选项“为客户提供方便快捷的在线客服”；C选项“避免失去客户，它可以帮助您获得新客户并影响盈利”；D选项“确保您的客户服务联系信息随时可在所有移动网站页面上获得”。根据主题句可知，这篇文章主要谈到是在线客户服务，提出客户的要求和经营者需要做到的是快速和便捷，B选项正确。