There is no question that customer service is changing quickly. From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help.
Still, even with all of these bells and whistles, nothing beats the emperor of all customer service options: Speaking to an actual human being.
And the research doesn’t lie: While customers certainly appreciate and use the options available to them, 79% would still prefer to talk to a call center representative over the phone than opt for self-serve online. And, call centers tend to be one of the most-used customer service channels, second only to FAQs. So, given that human-powered customer service is thriving, we call center folks need to ask: What are the key things that should happen on every call to ensure the highest level of customer satisfaction?