There has been a proliferation of new digital support channels such as Apple Business Chat, Facebook Messenger, WhatsApp and more. As businesses have focused their attention on adding more channels, these solutions are often poorly integrated together and they deliver fragmented and stressful experiences to your customers and support team. The introduction of new channels often expands the volume of customer support enquiries.
A study by Freshworks discovered that when agents take on 100 extra tickets on average, CSAT scores decrease by one percent due to slower resolution time.
In this webinar, you’ll learn how to: