Support has changed in innumerable ways, from the emergence of call centers (yes, phones were novel once) to the shift to social media. But one thing has not: what customers want.
As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience. There’s little more frustrating than finding out you’re ticket #372876 or being subjected to Cisco’s “Opus No. 1,” the anthem of waiting on hold.
But until recently, businesses have had to settle for “good enough” customer support. You know the kind: chatbots that give off-topic responses, live agents who rush through requests in order to hit volume targets, and personalization that’s just a few pre-populated fields in disguise.