It’s the zombie apocalypse in the world of customer service.
Your customer is in a dark room, her heart racing and body trembling. A cold sweat drips from her brow. Her fists clench tightly to the phone. Frightened of what she might find on the other end of the line, she bravely dials the number. One ring, another and then the phone picks up.
“Hello! Thank you for calling Acme No Service Company. Press 1 for English; Press 2 for Spanish; Press 3 for Martian; Press a combination of your birth date and social security numbers to reach our next menu…”
She screams out, but no one is around to hear her. She’s just been attacked by zombie customer service.
Increasingly, companies are using automated services to interact with their customers. From phone answering to social media, engagement with a company’s customers is becoming less of a priority. While this can save a company time and money, it’s incensing for a customer who would prefer to speak to a live person.
You need an antidote to avoid becoming a drooling, leg dragging customer service zombie. Here’s how to create an engaging customer experience – big or small budgets alike.Read More