Don’t go breaking their hearts, digital customer service for the retail sector


Are customers falling out of love with your brand in two clicks?

In our own lives, we appreciate that we cannot expect close relationships, family relations, or a marriage to survive and flourish if we don’t put time and effort into maintaining it. A business’s relationships with its customers is no different.

The customer journey map has many touch points, but the C’X’ that marks the spot is ‘first contact resolution’, which is why contact centres should shift their focus from average call handling times to develop strong online customer service strategies across multiple channels.