The digital-first customer service playbook

22SLA0335-White-Glove-Service-Guide-FIN-2

First, some recent history. At the start of this decade, customer service was already trending in a digital direction. Thanks to social media, high-speed internet and app-packed smartphones, customers had more ways than ever to interact with support teams, and vice versa. Then came Covid-19. Physical call centers shuttered almost overnight, and customers suddenly had a slew of new issues to grapple with.

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