Customer service and support leaders have the opportunity to transform their function. GartnerCSS analysts Christopher Sladdin, Lauren Villeneuve and Jonathan Schmidt share how to realise the true potential of CSS in a new article for MyCustomer:
research, 89% of customer service and support leaders agree that being a value-driven service and support organisation is the most relevant trend impacting their function over the next 12-18 months. In the past, the customer service and support function has focused on delivering a reactive response, which mitigates disloyalty and defection through issue resolution.
metrics and customer engagement strategy. By reevaluating each of these elements, the overall customer service experience can be transformed to reach the desired future state outlined in the below figure.In 2023, many organisations offer a growing number of digital channels – from website live chat to WhatsApp, mobile apps and social media. In reality, this can lead to organisations adopting channels that are a poor fit for the customers’ needs.
Most organisations do not adequately guide their customers through this confusing array of channels, leaving them alone to determine which channel will work best. Too many channels often leads to reducedCustomer service and support leaders should reassess their channel mix, focusing on a smaller subset of channels that offer ease of resolution. They should also turn to technology such as a
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