Customer service experience essentials: How to create winning experiencesOver the past 5 years, innovations in technology and an all-encompassing digital landscape have resulted in soaring consumer expectations, meaning CX is now a primary point of competition.
Audiences today expect rapid-response customer support and customer care to be available through the digital channels of their choosing, even on platforms where support seems unintuitive like Twitter. This means that brands must be able to deliver fast, omnichannel performance on a consistent basis in order to meet consumer expectations for customer support in 2021.
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A study by Wunderman Thompson found that while 42% of consumers say seamless experiences across all devices and channels is a “top expectation".