By Susan Ott, Customer Success Manager, USA
Often, customer service can be a challenging world. Solving problems, providing information, making sure things run smoothly…it’s not always easy.
When I take a moment and think about companies that emanate unmatched customer service, I see an atmosphere in which employees and management alike are engaged on the front lines with their customers. Pride in the company you work for should always be at the forefront of every interaction. That emotion of pride instills a sense of teamwork and customers can feel it!
Companies who employ individuals who go above and beyond will always win me over. Most often it’s those little “extra” moments that customers remember and foster a sense of loyalty to your brand. Delivering a personalized and effortless customer experience is really what it’s all about.
As we find ourselves in this age of internet-driven, 24- hour news cycles, we see a world full of ever changing landscapes. Customer touch points are rapidly expanding, and we see companies asking: How can we keep up and stay relevant?
Fortunately, new technologies are out there opening pathways for us to build a dialogue with our customers. We are already seeing that chatbots will have a major impact on the world of customer service over the next several years. Digital interactions will help employees complete tasks both great and small. Features that make our conversations seem natural and super convenient are constantly being improved upon.
The bottom line with regards to the future of customer service? Focus on creating a seamless experience BEFORE, DURING and AFTER a customer interaction. That is what customers want and if a chatbot can help with the process, we shouldn’t be opposed!
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