It seems like with every year that passes, customers grow increasingly impatient.
Where five years ago we could tolerate waiting 24 hours for a response from a customer service email, we are increasingly living in a real-time world where we want to know the answer right now.
Most enterprises are attuned to this trend and have responded by offering a myriad of channels for customers to connect. This includes phone and email, of course; but more recently, things like live chat and a....