July 31, 2019 / GuidesFor Team
People often want to relay their message to another person just once. It would be a disappointment to have to repeat oneself many times in order for another person to understand. This scenario of repetition in customer service makes clients perceive the agent as inefficient. Thus, companies must look for ways to avoid customer repeating themselves.
Forbes reports that “Montreal-based software developers at Smooch have now developed a solution that enables a business to maintain one unified and persistent conversation across all communication channels.” One of the features of this solution is that both customers and agents can transfer from one channel to another and check the history of conversations between the company and the clients. This can increase clarity in communications and reduce repetition. ~~ Lornajane Altura
Posted In: Research