Customers need more than convenient access to customer service; they need a level of genuine human interaction that drives positive customer experiences. 81% of customer service winners are outperforming their competition, and social media is growing in importance. However, studies still show 92% of interactions are on the phone, and 71% of consumers want to keep it that way. Here's what they think companies can do better to master the personal touch.
Customers need more than convenient access to customer service; they need a level of genuine human interaction that drives positive customer experiences. 81% of customer service winners are outperforming their competition, and social media is growing in importance. However, studies still show 92% of interactions are on the phone, and 71% of consumers want to keep it that way. Here's what they think companies can do better to master the personal touch.
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