Just read this week’s customer issues. Customers are frustrated because they cannot get solutions from digital tools for (even slightly) complicated issues. Those who asked for a callback and spoke to a ‘live’ agents, were able to solve their problems. Digital tools are still effective in leading you to the website section that addresses simple, straight forward questions. To reduce customer frustration and solve problems efficiently, you need to augment the number of ‘live’ agents and use them to solve problems that cannot be solved by (the current generation of) digital search tools.
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