1  Microsoft, State of Global Customer Service Report

2  https://www.zendesk.com/resources/the-impact-of-customer-service/

3 https://az766929.vo.msecnd.net/document-library/boldchat/pdf/en/boldchat-whitepaper-ovum-logmein.pdf

4  https://www.thinq.com/blog/technology-changing-customer-service/

5  Microsoft, Global State of Multichannel Customer Service Report

6  Microsoft, Global State of Multichannel Customer Service Report

7  Microsoft, Global State of Multichannel Customer Service Report

8  Microsoft, Global State of Multichannel Customer Service Report