Today our customers expect agile customer service and according to Forrester research companies should be ready to provide customer support when and where customers want it, ensure customer service experience is consistent across all touchpoints and develop cross-touchpoint strategies to ensure customers can move seamlessly between devices and channels. Such approach requires not only proper training and tools, but also committed customer support team with highest priority to excellent and superior customer service. To start offering such type of service it is necessary to train CSRs to assist in different channels, offer professional support across all touchpoints and avoid most common mistakes. In this article I highlighted most common mistakes which may mislead and scare our customers away across various customer support channels.
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