Customer communication has changed immeasurably in the era of digital transformation. With more platforms to choose from, and an expectation of instant responses, customers are demanding a level of service that is challenging for many companies.
Customers are no longer content just to contact businesses by phone or email. Increasingly they expect a response – and a
very quick one – when they contact a business on Twitter or Facebook. Companies have to monitor these channels but be careful about what is discussed on a public platform.
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