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 •

Online learning resources from Price Perrott, to help you apply this podcast to improve your own contact centre operation.

Contact Babel - read the Inner Circle Guide to video and next generation customer contact report (June 2021) and other reports