According to exclusive online research on customer service quality conducted by Infobip, a majority of survey participants, 51.3% give a brand two chances. The research reveals that the biggest challenge faced by customer service agents is time, particularly, the speed with which inquiries can be resolved. It is also clear that contact centres still struggle with personalisation, with customers wanting to feel that a particular brand knows them and their needs and preferences when they engage with an organisation. Brands can improve their customer experience by ensuring that they can be reached on multiple channels in order to resolve complaints or queries in a timely manner. The nature of the interaction also plays a major role in customer service.

Source: The North Africa Journal December 23, 2023 10:17 UTC