When it comes to providing customer service, companies often have only one chance to get it right. The reality is that even just one negative experience can be all it takes for a customer to take their business elsewhere.
Today, companies are faced with even more pressure, as customer service capabilities are innovating and evolving to meet the needs of the tech savvy shopper. This is giving way to customer communications beyond traditional phone calls and emails, as organizations are harnessing the power of social media and chat functions as a way to personalize connections with customers in the channels that they prefer.
As the omnichannel experience grows, it is imperative to arm your representatives with the intelligence and tools required to ensure a consistent, thoughtful and personalized customer experience. Avoiding these seven deadly sins of customer communication are key to ensuring client satisfaction:...
See all Seven Deadly Sins of Customer Experience courtesy of CSA: