Customer care has rapidly evolved in recent years, and its importance can’t be overstated. In today’s digital age, customers expect brands to offer customer care whenever they want, wherever they want and on the channel of their choice. In fact, 86% of respondents in an Interactions survey claimed they have stopped purchasing from a brand because of a bad customer service experience.
So—what do the experts think? We’ve compiled a number of thoughts and insights on customer care from different analysts across the industry on topics such as omnichannel, artificial intelligence, intelligent virtual assistance and self-service.
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