People’s expectations for excellent customer service are evolving just as the channels they use to receive it are, too. A recent Forrester survey found that 73% of customers say the most important way companies can show good customer service is by valuing their time. Based on this number, it makes sense that more and more consumers are turning to web/mobile self-service, online forums/communities and web chat for help. They’re looking for quick, headache-free resolutions to their issues. This is not to say that the traditional phone call is out of the running. Customers still dial in for help, but they often reserve this option for more complicated matters. So what’s at stake for those who don’t offer top-notch service? Consumers are quick to switch brands and share their negative experiences through word of mouth and social media. Take a minute to consider your customer base. Are you doing everything you can to provide this group with timely support?