It’s not surprising that customer service has such a strong influence on loyalty and brand perception. It is the most vulnerable of moments as customers are in need of help. Global pandemic aside, consumers expect brands to be reachable on any platform at any time and equipped to address any potential problem that one might have. As a result, the accessibility of brands has raised the bar for expectations around service quality. Good customer service is expected, bad service experiences can push customers away, and exceptional engagement can foster advocacy and loyalty.
When you factor in the effects that the pandemic has on service teams, things get a bit more complicated. Customer service leaders and agents are now working remotely, distributed across regions — sometimes across the world. As a result of this shift, we’ve seen incredible strides in digital transformation within the service center. We have also witnessed unprecedented disruption as well.
Read More from This Article: Want to boost customer loyalty in this era of uncertainty? Start with your service teams
Source: News