How they integrated links to sites such as Facebook, Twitter and forums into their overall customer service strategy.An infographic that sums up the results can be found at <a href="http://www.eptica.com/IMG/jpg/TheEpticaMultichannelCustomerExperienceStudy.jpg">http://www.eptica.com/IMG/jpg/TheEpticaMultichannelCustomerExperienceStudy.jpg</a> The 2012 Eptica Multichannel Customer Experience Study report can be downloaded from http://www.eptica.com/Customer-Experience-Study-2012.html-ends-