As of 2022, almost 40% of customer service leaders believed customer service is an added expense rather than a driver of growth. But with new technology integrations, the belief is changing. Businesses are leveraging chatbots and social media platforms to meet the customer where they are and tend to them with speed and sympathy.
Customers evaluate their experience with a brand with equal weightage, if not more, to the service they receive after the purchase than the purchase itself.
The volume of customer service requests has increased since the pandemic changed the ways of business. Brands are questioning if their technology is fast and savvy enough for the customer to avoid the dreaded phone call. With artificial intelligence (AI) on the rise, leaders believe the best outcomes are to come from customer service agents working in tandem with smart technologies.
Martechvibe presents a special spotlight on unified customer experience, powered by Sprinklr, the unified-CXM platform.
This special week dives into the new and evolved function of customer service and how brands can use technology to scale their customer support.