Trends Report

Focus On Understanding The Customer Experience To Boost Customer Service

February 19th, 2020

Summary

Expect customers to talk about their experience with you, good or bad. Give customer service teams the experiences and knowledge that enable them to understand the customer experience. Follow up on customers’ purchases with further great experiences to stand out. Customers often ask about the same product details, offering firms an opportunity to answer those questions proactively. Customers will often speak to representatives before purchasing, blurring the lines between service and sales.

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