, but customers are still getting frustrated and angry because they can’t get a grip on communication with companies.“There’s a disconnect between the technology that the company has invested in and the experience,” says Smit. “People read stories about self-driving cars that can identify a rock on the highway, yet their bank or mobile service provider cannot identify them immediately when they call in to fix a simple billing problem. They expect better, but they’re not getting it.
Customers want there to be a connection, that’s all,” says Smit. “They want the call they had with the call centre to be communicated with the email team and shared with the resolution team. They don’t want to have to explain the same problem, repeatedly, only to get stuck in the endless loop of frustration. Unfortunately, this is the most common result of a customer complaint or query – frustration.
Source: News Formal (newsformal.com)
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