Customer Experience News & Trends

Online service: Good enough isn’t good enough anymore

Online help from your contact center can’t take a back seat anymore. Customers expect more.

Good enough online isn’t good enough these days. About 70% of customers want a superior experience with customer service online, a Forrester Research study recently found. Customers actually want contact centers to try harder to provide them with a superior experience.

That means it may be time to pull out all the stops when it comes to online service. A Frequently Asked Questions (FAQ) page is essential – and only the first step – to satisfying at least some customers.

Real-time chat can be hugely successful if your contact center is staffed for it. Key: Don’t offer chat if you don’t have the resources to respond immediately. Customers expectations for chat response are quicker than what they expect for a phone call.

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