Be True to the Purpose of Customer Service


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The next time you're frustrated for being on hold for 30+ minutes waiting to talk to customer service, imagine having to travel to the next town just to talk to a shop owner and hope that they would honor your purchase and help you with what you needed.

Since the invention of the telephone, and with the addition of email, live chat, and social media companies have tried to integrate existing technology with the newest contact channels available to deliver a better customer service experience. As we become more connected and eliminate more of the communication barriers between customers and companies, it’s critical that we evaluate the new technology and determine its ability to help achieve the real purpose of customer service: to make helping customers as painless as possible.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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