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Wednesday, January 06, 2016

Customer Experience and Knowledge Management

 Saw this recently interacting with cable company.  The answer I needed was embarrassingly simple and easy.   In fact they had all the data to predict I would have the problem.   Yet, it ended up in hours of delay and figuring it out ourselves.   The chat interaction failed several times,  on their infrastructure, and that also added delay.  When I reconnected,  the new consultant could not find the transcript of the last interaction. Poor UX.    Left a lasting bad view of their approach.

From Linkedin:
" ... What makes a great customer service experience? It may be easier to answer this question if we look at what makes a poor customer service experience. According to a survey conducted by Deloitte, 82% of customers consider accuracy and quality of information to be the most important attribute of the customer experience. Whatever channel your customers use to engage you, they expect their questions to be understood and to receive answers that will resolve their issues. In many cases, they also expect this to happen with a certain level of immediacy. .... "  

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