What is customer service?

The face of customer service has been reshaped by the pandemic. Research has shown that in the wake of Covid-19 80 per cent of consumers now expect better customer service, whether this is providing solutions to issues faster, or being more empathetic. With expectations at an all time high, exceptional customer service has become imperative to prevent churn.
In addition, the psychological and emotional pressures from the pandemic are shifting customer values and expectations. Consumers are more likely to experiment with other brands, retailers and services as they swap business wear for loungewear and focus more on function over fashion. They are also demanding increasingly tailored engagement and swifter quality service while also rewarding empathy and grace from businesses. Read more…