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Global State of Customer Service Sophistication
Microsoft's "Global State of Customer Service Sophistication" explores the crucial alignment between customer service and brand loyalty. With research showing a staggering 96% of customers might leave due to subpar service, the whitepaper provides actionable steps you can take today the sophistication of your customer service experiences. Get insight on risk factors, challenges and steps to address them by modernizing service experiences with the right strategies and technology solutions.
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In today's competitive landscape, exceptional customer service is vital as it directly impacts brand loyalty. Research indicates that 96 percent of customers may leave a business without warning due to poor service. This highlights the need for organizations to prioritize customer experiences to maintain trust and satisfaction, ultimately fostering long-term relationships.
Trends in Customer Service Technology
Organizations are increasingly adopting tools such as omnichannel engagement, self-service options, and AI-enabled technologies to improve service delivery. The 2022 assessment showed that nearly 40 percent of respondents are utilizing digital channels alongside traditional call centers, indicating a shift towards more integrated and efficient customer service solutions.
Enhancing Agent Productivity
To enhance agent productivity, businesses should focus on providing agents with a comprehensive view of customer interactions and implementing modern case management tools. The assessment revealed that 60 percent of companies are committed to increasing agent productivity through knowledge bases and AI-assisted support, which can lead to more effective and personalized customer service.
Global State of Customer Service Sophistication
published by Breis Tech
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