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Customers contact you mainly for one of two reasons. Either they have a problem that needs to be solved, or they have a question that needs to be answered. This is ...
Think about your day-to-day experiences with customer service and support. What comes to mind? If you’re like many, you probably think about frustrating searches through knowledge bases, navigating interactive voice response ...
Technology is reshaping the customer experience. Virtual reality (VR) and augmented reality (AR) make it possible to experience products in context, whether from work-from-home offices or customer experience centers. Intuitive interfaces, ...
Customer support affects customer experience. This is not a radical idea, but the connections are not always clear to all stakeholders. Certainly, devising a viable customer support program can be a ...