How well is your business delivering the customer experience you want to be known for?
For business leaders, that’s just one of many important questions about customer service that surfaced in 2020. As more consumers shifted to buying online, the ability to meet customers where they would prefer to be took on an added urgency.
- Do your self-service channels work as well as your live channels, like chat, in providing product or service information?
- How effective is your tech stack for customer service?
- Are you getting useful and comprehensive feedback?
- How are you using social media to gather insights about your customers?
- How are your performance metrics leading to better customer experiences?