We’ve all been on the receiving end of bad customer support. You’re bounced from operator to agent to operator and back only to find out you’ve reached the wrong department and, oh, you’ll have to explain the issue again. That frustration quickly evolves into a negative perception of the company, and your next move is likely out the door.
A whopping 82% of customers have stopped doing business with a company because of bad customer service, and two-thirds list it as a reason for churning. It’s often not the agent’s fault the interaction went badly. In the age of customer experience, customer expectations are rising and companies don’t have processes in place to meet them. Traditionally, multi-channel customer support has been the response, but today’s customer ecosystem calls for an emphasis on the “customer journey”—a vague term that tends to raise eyebrows outside support circles.
Customers want personalized experiences with companies, which calls for a whole new way of selling and supporting. The latest development is omni-channel customer support—a modern, customer-centric approach to customer service. That may sound silly and meta, but bear with us.