Customer service leaders feel distinct pressure to meet customers’ expectations for digital service channels and keep pace with competitor’s service offerings. As a result, service leaders have spent a disproportionate amount of time adding or integrating channels.
Gartner research finds that the more channels a company operates, the more contacts customers make to the service centre. Despite the intention of simplifying service, more channel offerings create complex customer resolution journeys.
Download this free guide to learn about customer service trends and to better position your service and support strategy for success. Learn how to:
- Deliver a low-effort, high-quality service experience with less channels
- Create seamless customer resolution journeys while driving costs down with digital customer support
- Make the shift from a live to a self-service dominant function