Ten Ways to Improve Customer Experience in 2013
Customer support operations face new challenges due to the rapid change in how customers choose to interact with vendors. While interactions across traditional channels such as web and email continue to dominate, the rapid shift in preference to social media channels such as Facebook and Twitter and the rise in smartphones for doing business have caused many customer support organizations to fall behind in delivering the type and level of support required by customers. Although not every organization can completely replace or upgrade their existing infrastructure, there are several pragmatic steps that can be taken in the next twelve months which provide much-needed solutions and dramatically improve performance. This Quark highlights ten essential steps for improving customer support and engaging the new-generation customer that companies should consider for their 2013 business plan.