Customer expectations for flawless service and immediate gratification have never been higher. UK citizens expect to waltz through train barriers with a simple tap of a phone, pay for online goods in a single click, and have queries resolved 24-hours a day, thanks to the now omnipresent ‘chat’ services found on most websites.
Technology has not just raised the bar for service expectations but has empowered the voice of the customer to complain. Social media platforms provide a huge audience of customers often eager to share and weigh in on complaints.
The digital footprints of negative publicity and poor customer service delivery cannot easily be erased, thus having long-lasting consequences. What’s more, full histories of events are easily accessible to prying audiences, ensuring that even public relations specialist cannot delete poorly manage customer service complaints. Delivering good customer service is thus no longer a choice for business, it is imperative to both thrive and survive.
This is where Unifii can help you start your journey to Customer Service Success, download the eBook now to understand why citizen engagement is key to your 2021 agenda.