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OpenText™ "Personalizing the Customer Experience is the Key to Success in 2017"
As consumers, nothing is worse than a bad customer service experience.
Most of us have experienced entering information in an automated phone system as fast as possible in hopes of eventually talking to a real human. But when we finally got a real human on the line, instead someone ready, willing (and able) to solve our problem, we were made to first verify our name, address and birthdate and remember some obscure PIN number. And then after all that hassle – it turned out our issue couldn’t be solved – at least not right then by the person we were talking to – yet that person had the gall to ask “is there anything else I can help you with?” before ending the call.
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