Customer Care issues are becoming more and more difficult for companies to monitor.
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Businesses are having to scan social media channels such as Facebook, Twitter, Messenger, WeChat and others - and still man their regular call center, email and web chat channels.
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Multiple public and private messages from a single customer are hard to track and can get lost between agents or lost through incorrect tagging.
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Often irate customers send the same complaint on multiple channels. Then when they are tired of waiting for a response to Chat or Social posts they may also Call you. Call center's can end up with multiple people working on the same issue.
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Every person structures their complaint differently and all too often an issue is received without all the required information for your call centre to immediately deal with.