A study done by Forrester found that improving customer experience is the top priority for 72 percent of businesses. With that being said, only 63 percent of marketers in these companies implement new technology to help improve a customer’s experience.
While the road to adopting technology in customer service might be slow, it’s still prevalent in today’s world. Here’s a quick look at both the efficiency and drawbacks of using technology to improve the customer experience.
Technology Speeds Up Help
In the past, to get help from a company, you would have needed to call in, wait in line and finally explain your issue to a representative.…Continue reading