We’ve likely all experienced the matrix of customer service phone lines - and the frustration of having to repeat our issue several times over. What’s the impact of personalization and connected customer service? In an era of constant connectivity, good service means customer service that’s always on. In an age of near-constant connectivity, customers see real-time messaging and self-service capabilities as quick paths to a resolution.Ī previous study showed that 64% of consumers expect companies to respond and interact with them in real time. The attribute with one of the highest ratings for importance was “real-time messaging when I need service.” Another quality with high ratings is self-service tools - for example, FAQs or account portals that let customers click around to find immediate answers on their own. In our research, we asked customers to rate a wide variety of service factors on their level of importance. The old saying “the customer is always right” could be modernized to “the customer is always right now.” How much does real-time service really matter? This article takes a closer look at each factor.
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