5 Ways to Keep Pace With New Customer Service Trends

5. Support all customer preferences. Most customers now use at least three different channels for support, and some use as many as six. Managers need to understand cross-channel behavior and link customers’ digital interactions with their profiles and case records.

Failure to meet customer expectations comes at a steep price: 76 percent of customers have stopped doing business with a brand following a bad customer service experience. Companies that keep pace with today’s service expectations stand the best chance of improving retention rates; those that don’t may soon see more business going the way of rotary phones.