The world of customer service has experienced drastic change over the past decade. While your employees on the frontline – your customer service representatives – continue to handle hundreds of customer calls a day, they’re dealing with an array of increasingly complex issues. This is because when given the option, customers would rather handle the easy stuff themselves via self-service. They leave the more complex issues – the things they feel they can’t fix on their own – to customer service.
Read more about if your customer service strategy is hurting your brand here.
