Fast, easy and accurate — ask any consumer to describe good customer service and that is the likely response you’ll receive. Traditionally, people have reached out to call centers, confident that a well-trained customer service representative would have the knowledge to fill in the blanks. But moving away from the computer and picking up the phone is an annoyance. And long hold times have come to be a given. Online channels are the new top choice for people looking to find information, conduct business, make purchases, complete membership registrations, plan trips and more.
Loading ...
The Trouble With Live Chat
Posted by: Fred Brown October 27, 2011 05:00 AMFast, easy and accurate — ask any consumer to describe good customer service and that is the likely response you’ll receive. Traditionally, people have reached out to call centers, confident that a well-trained customer service representative would have the knowledge to fill in the blanks. But moving away from the computer and picking up the phone is an annoyance. And long hold times have come to be a given. Online channels are the new top choice for people looking to find information, conduct business, make purchases, complete membership registrations, plan trips and more.