Today’s customers are searching for new ways to provide feedback. They are appropriating their social media accounts as customer service tools and reaching out to brands on any platform available. When given the opportunity, customers want to be heard and they are willing to engage with their favorite brands to receive better, faster, and more individualized support.
However, this open line of communication is not always accessible, and obstacles like inefficient technology, untrustworthy support options, and an increase in scams have forced them to reconsider their service interactions. In 2020 alone, consumers received almost 4 billion robocalls, leading customers to question the identification of service professionals and miss critical opportunities to share feedback and interact.
Now, to actively identify customer feedback and better understand customer sentiment, companies must find secure methods of reaching their customers. To avoid miscommunication and improve transparency, organizations must work to illuminate who is calling to demonstrate their desire to listen and support customers.
This report will discuss:
- The current state of customer expectations in 2021
- The importance of clear and transparent company identification in facilitating critical customer feedback
- Solutions that can help brands establish more open customer communication to understand the true voice of the customer