ี๊Using analytics can be the difference between a positive and a negative experience for the customer.Yet businesses often don't make the best use of these insight.Companies seem happy to rely on canned,scripted responses,poorly trained agents and clunky systems to deliver customer services.It's therefore no surprise that so many people have horror stories.While 30 years ago,word may never have leaked out about a poor customer service incident,now it can be found as easily as searching on Google.
What companies need to remember is that maintaining,or perhaps even acquiring,an outsourced customer service infrastructure could be the difference between maintaining a cadre of loyal customers during the downturn and being first off the line when the race restarts,and being left behind Outsourcing like this is not an indulgence;it is a crucial part of business.
If companies pay lip service to customers,whether consumer or business,they run the risk of missing out on valuable profits;those that value their customers and view them not only a source of revenue but also ameans to improve as a business can reap the rewards.Thay can secure continuous business as well as positive word of mouth by keeping things personal when working globally.