The ABC of effective online service

Whilst organisations are increasing their investments in online customer service technologies, customer survey results still indicate a need to do better. What simple methods are there to improve online customer service and support, and deliver better ‘right first time’ service using online channels? In this episode, you’ll hear case study examples of avoidable online service failure, and how following the ABC of effective online service makes the difference in providing a positive online customer service experience. That brings improvements in customer satisfaction and first (or early) contact resolution, fewer unnecessary interactions, lower customer stress and builds the trust needed to achieve effective customer channel shift. • LINKS • Contact Babel - read the Inner Circle Guide to video and next generation customer contact report (June 2021) and other reports

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Life at the Sharp end is a podcast full of insights and interviews to help people who want to do their best at work. People who want to learn from others and hear about best-practice tools and techniques to help you create safe, respectful and high-performing workplace cultures. People like you - whether you’re in a leadership role or at the front-line. Wherever you work, you’ll have stories to tell about what it’s like to experience Life at the Sharp End.