As millions of consumers rely on virtual channels to meet their needs during the current COVID outbreak, it is more important than ever to assess where customer service is now and where it is headed.
To understand online shoppers’ experiences across the digital customer journey, Radial teamed with CFI Group to survey 500 e-shoppers. The feedback emphasizes the ongoing needs and opportunities for retailers to invest in the tools and technology that support heightened consumer expectations.
In the report, Tools and Tech Driving Value in Customer Service, you’ll discover:
- Ongoing customer needs that can be addressed by technology
- Opportunities to improve technology and tools for a more seamless customer interaction
- The power of agent interactions on customer loyalty