Steps to Incredible
Modern customer service is all about connecting. Today, service teams are taking an omni-channel approach, and providing service on every channel, everywhere. This shift was driven by customers who are reaching out via email, text message, social media, live chat, and apps. We can connect with anyone, anywhere, instantly.
Customers have come to expect the same level of responsiveness from businesses. They expect outstanding service, and if they don’t get it, they move on to competitors. Your customer service agents need to be more than support agents; they should be your brand ambassadors, too.
Imagine this scenario: A customer calls and your agent knows who they are, what products they have, and all the previous interactions the customer had with the company — regardless of the channel. Your agent is able to access and deliver all of the information the customer needs and resolves the issue quickly.
Recently, we surveyed more than 1,900 global service leaders for our “State of Service” report, and we looked at the actions top performers were taking to deliver exceptional service. All statistics in this interactive guide, unless otherwise indicated, were pulled from the report. Read on to learn how you can take your customer service to the next level.