Just as our everyday lives have changed in significant and unprecedented ways, so has the world of customer support. Support teams in all industries are navigating new ways of working and the outbreak’s impact on key metrics like inbound volume, wait times, and CSAT scores.
When we asked consumers which qualities are MOST important when getting customer service, “accuracy of information and resolution” was the highest rated response, at 42% of consumers, yet the majority of customer service teams don’t know how to deliver it.
Featuring insights from WSJ and NYT bestselling author Shep Hyken, Former social media and CX leader at Mcdonald’s, Discover, and Humana, Dan Gingiss, and Intercom VP of Marketing, Shane Murphy-Reuter, this How-to Guide will teach you:
• The hottest trends in customer support
• The benefits and tricks of implementing conversational AI
• How to build conversational relationships with messaging
• How to combine video and chat for faster customer support
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