If you’re investing a sizeable budget in refreshing the way your customer service operates, you’ll naturally want to see significant ROI. It’s very easy to focus on immediate results and then forget the iterative process of refining a solution to ensure it’s still delivering in 12 or 24 months’ time and beyond.
In customer service terms, the fastest route to a satisfactory resolution for the customer is undoubtedly the right one. But how can you deliver outstanding customer service and avoid overloading your agents? The answer is to implement collaborative customer service…
Customers use conversational channels every day; whether they’re interacting with friends, colleagues, or businesses, it’s these kinds of interactions that contribute to the 100 billion messages sent daily on WhatsApp, Facebook Messenger and Instagram. And that’s just the tip of the iceberg. But how do you get your customers to start using conversational channels to interact with you?
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