There was a time when customer service simply meant training call center reps to answer the phones. Ah, the good old days. But in today’s hyper-connected digital world, customers expect a whole different level of service.
According to Forrester, a whopping 73% of people say that valuing their time is the most important thing a company can do to provide good service. Customers want to find answers quickly and painlessly, on any communication channel they choose, anytime they want, at any point in their service journey — and have the freedom to move between channels without the need to repeat information.
Quite simply, when customers are forced to reach out for service, their only goal is to expend as little effort as humanly possible.
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