A frantic traveler needs updated flight information. A worried patient has questions about post-hospitalisation medications. A first-time home buyer is anxious about the status of their mortgage applications.
Routing questions to answers. That’s what customer service is all about when you think about it…but, like most things, it is not as simple as it sounds. First off, today’s consumers are more demanding, wanting service to be personalised, convenient and on their schedule – and they want to do it for themselves.
In short, they want self-service on their terms.