The Path to CX Excellence for Service

If the last two years have taught us anything, it’s the importance of being agile and listening to our customers. The pandemic turned service departments upside down—abruptly shutting down call centers, then reopening with remote workers. At the same time, many service departments were overwhelmed with requests and needed to figure out new ways to help customers without long wait times.

Digital customer service emerged as the answer. And according to McKinsey, the majority of customers who moved online are likely to stay there. To make sure you’re providing the best digital support possible, start by asking your team a few questions: