Conventional customer service drives customers away!? Consumers today demand a self-resolving CX of FAQ.
In 2020, the actual change was forced all over the world due to the COVID-19 pandemic. In order to overcome this tough era of living with COVID-19, many industries have been forced to take the lead in digital transformation (DX) for anti-infection measures. And now, it seems that this change decides sales outcomes, but is it true? In the first place, DX has been in progress for more than a decade. The reason for this was not "measures against virus infection", but "increasing customer satisfaction" which is a very natural marketing shift. Now, once again, I want you to focus on "customer satisfaction" which is an essential guideline for the service industry. Can you say that conventional customer service, which responds to all inquiries quickly and politely, has really increased "customer satisfaction"? Is the action of the inquiry itself already users' "dissatisfaction" actually? In other words, the point is that the cause of the fire should be resolved before struggling to extinguish the fire. In fact, this is the most important point that decides sales outcomes of current companies.記事を見る