Across industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. When a customer calls your customer service people need to be empowered to help them solve their problems, and solve them quickly.
With the accelerated growth of mobile and digital technologies, consumers are engaging with more channels for customer service than ever before. Yet consumers say it’s still so hard to navigate and resolve customer service issues across those channels.
Why is it taking so long for companies and marketer to embrace technology when it comes to digital marketing ? Could it be because there are too many bureaucrats who are worried about what others within your company are going to think about what you do rather than doing what is necessary to bring your digital marketing into the 21st century ?