4 Ways to Connect the Customer Service Dots

• having to speak with multiple agents and starting over every time;
• rude or inexperienced representatives; and
• long hold and wait times.

How can companies avoid these common pitfalls that drive dissatisfaction, negative brand reputation, attrition and lost revenue? Here are four solutions:

1. Use the data available to you. Enterprises today are sitting on mountains of customer data, which can reveal exactly where customers’ experience issues are originating. Data can also reveal which systems and processes are preventing customers from reaching their intended goals. Regardless of how consumers interact with a business — whether it’s at a retail store, e-commerce site, via email, chat or call center — they leave behind invaluable information. The challenge is connecting the dots between the massive volumes of disparate customer service information and voice of the customer data with actual business outcomes.