Human Touch and the Customer Service Experience
Did you know that the majority of consumers contact companies on multiple channels just to resolve a single issue? This means that your customers are browsing, typing and calling just to get something done – which can make the customer care journey feel more like a hike.
In a this study conducted in partnership with Center for Research on the Information society, consumers described their most recent customer care experiences as frustrating and stressful.
Download the full report to learn more about:
- The typical modern customer care journey
- Common customer service preferences and frustrations
- Customer perceptions toward common automated customer care systems