Customer experience is a hot topic these days. But ensuring a positive customer experience that fuses with the goals of your organization is about more than just pledging to be more customer focused. It requires employing processes and systems that enable your customer support staff to actually understand the needs of customers rather than just addressing their needs in a one-off fashion, and to be able to respond to those requirements in the most effective way possible. Having a complete view of customers leads to higher levels of customer satisfaction, which helps build customer loyalty and results in improved customer retention. It can also make help desk employees more engaged because it allows them to see and treat customers as complete entities rather than just processing what would otherwise be just a series of unrelated tickets.
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