Technology allows businesses to take care of customers in new and different ways. Think of the multiple options we have for customer service with many businesses today: phone, chat, text, email and sometimes social media channels. They all have their own nuances, and they all place specific demands on your staff. The problem, it seems, is that in some cases the addition of a new channel to facilitate customer service is seen as a replacement or a workaround for an existing channel that is failing.
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Adding Channels Won't Fix Broken Customer Service
Posted by: Christopher J. Bucholtz March 7, 2014 09:59 PMTechnology allows businesses to take care of customers in new and different ways. Think of the multiple options we have for customer service with many businesses today: phone, chat, text, email and sometimes social media channels. They all have their own nuances, and they all place specific demands on your staff. The problem, it seems, is that in some cases the addition of a new channel to facilitate customer service is seen as a replacement or a workaround for an existing channel that is failing.