Companies need to shift customer service from a back-end complaint department to a front-end introduction to their products. Further engage browsing customers through your company’s live chat, interactive boards and telephone call center. Open up communication when the customer is most likely to have questions and be undecided. Help consumers to narrow their options and make knowledgeable choices. Steer customers to your products and away from competitors. This rebalancing will increase company profits and exceed customer expectations.
Read more: Rethinking the value of customer service from post- to pre-purchase
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