People think that everyone wants to talk to a customer service representative, but in reality they really just want their problem solved. Research as found out that customer service representatives solving issues actually ends up costing the business more money. They tend to spend more time on the phone and policy pushing on top of the cost to compensate the customer. Although, representatives that go above and beyond for the customer makes great stories, handling returns digitally is much more cost effective.
Read more: Why Analog Customer Service Is Costing You Money and Customers – Apparel Magazine
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