Smart Customer Service: Four Steps to Long-Lasting Customer Bonds with Omni-channel

In today’s digital age your customers have high standards and limited patience. The world is their marketplace and customers have many options for purchasing products and obtaining services. At the push of a button, a customer expects answers and resolutions. But how easy do you make it for your customers to contact your organization and what are the implications if this doesn’t live up to their expectations?

A recent Aberdeen Group report, Smart Customer Service: Four Steps to Long-Lasting Customer Bonds with Omni-channel, shows that organizations that do not arm their agents with the right tools and information have poor agent productivity and increased customer effort, and ultimately they lose clients. In contrast, the report also reveals that organizations that successfully implement this strategy receive a 77% greater customer retention rate year on year.

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