Скачать или смотреть WOW Contact: How to Optimize the Customer Experience Over the Phone, via Chat, and/or by Email

WOW Contact, the newest component of Leger’s WOW study, evaluates the customer experience related to customer service and after-sales support in 2020.

As a result of the current COVID-19 pandemic, we have observed a significant increase in customer interactions at several Canadian retailers through all points of contact. More than 8,000 Canadians who have contacted customer service at a company via phone, chat, email, text messaging or social media since June 2020 were surveyed to assess 11 new dimensions based on the actions and behaviours expected of employees in terms of optimally managing customer contacts.

What are the main customer service and after-sales support observations in 2020?

Find out now! Leger is unveiling the highlights of the Contact component of its WOW 2020 study, in addition to providing tactical and operational insights for optimizing the customer experience.

A discussion between Isabelle Blanchet, Vice-President, Customer Experience, Leger and Christian Bourque, Executive Vice-President, Leger.

To learn more about the WOW Study, click here: http://bit.ly/3r7Gvq3