Customer Confidence, Customer Experience Design and Self Service

Unraveling the Tangled Vines of Omnichannel Customer Care

BlueOcean

JANUARY 6, 2020

The challenge, however, is that the more complex the customer journey, with more channels and points of contact in a single customer journey, the more effort (read: expense) is required from an organization to resolve each interaction – and often, as shown in the graph above, more customer effort is required to reach resolution.

Omni-Channel

Omni-Channel Customer Care Self Service Wait Times

Learn the 3R Method to De-escalate Angry Customers

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

Self Service

Self Service Guidelines Customers Knowledge Base

Customer Experience Update

Unraveling the Tangled Vines of Omnichannel Customer Care

Learn the 3R Method to De-escalate Angry Customers

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