Post by shiyabul on Aug 21, 2024 1:10:51 GMT -5
Recently, I came across an example of how contact center support not only led to a better CX, but also turned into a sales opportunity. A customer called an appliance manufacturer support since their refrigerator was not working properly. In response, the service representative offered to send a repair person to their house to fix the issue.
Knowing the cost of this, the representative also offers to completely https://lastdatabase.com/ replace the broken refrigerator with a newer, modern version, at a discount: which the customer enthusiastically accepted. Consumers Demand Better Consumers have always been vocal about what they need from customer service and support. They want fast, efficient resolutions delivered by empathetic agents. They want to interact on their own terms using the engagement channel(s) they prefer.
And when they don’t experience this, they leave. It is as simple as that. Every year, we measure consumer attitudes, and the data is clear, according to the Calabrio State of the Contact Center Report: three in five consumers have switched brands due to negative contact center experiences. And those two consumers who didn’t switch? They were willing to give these brands one more chance before spending their money with alternative brands.
Knowing the cost of this, the representative also offers to completely https://lastdatabase.com/ replace the broken refrigerator with a newer, modern version, at a discount: which the customer enthusiastically accepted. Consumers Demand Better Consumers have always been vocal about what they need from customer service and support. They want fast, efficient resolutions delivered by empathetic agents. They want to interact on their own terms using the engagement channel(s) they prefer.
And when they don’t experience this, they leave. It is as simple as that. Every year, we measure consumer attitudes, and the data is clear, according to the Calabrio State of the Contact Center Report: three in five consumers have switched brands due to negative contact center experiences. And those two consumers who didn’t switch? They were willing to give these brands one more chance before spending their money with alternative brands.