Five steps to improving the customer service experience

Ovum on behalf of LogMeIn
The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer’s terms.
 
Towards this end organizations face challenges reducing silos, ensuring information is consistent across channels and training agents to handle queries.
 
Ovum recommends that enterprises follow the five steps detailed in this white paper in order to enhance the customer experience, and ultimately, customer loyalty and retention.
 
Although, these steps provide a high level view of customer service improvements, support organizations can tailor the plan to suit their individual business and specific industry needs. Enterprises should improve the customer experience across every point of customer contact in order to drive high resolution and develop loyal customers who are also likely to act as brand advocates.

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Commentary

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Matt Walker / MTN Consulting

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Matt Walker / MTN Consulting

Webscale and transmission network operators' interests are aligning as the 5G era dawns

Rémy Pascal / Analysys Mason

The launch of 5G by South Korean operators serves as a first benchmark for other operators around the world