The digitization of customer support is posing serious challenges

Companies that digitized their customer support channels in wake of the Covid-19 pandemic are now faced with a major challenge: customers don’t believe support is genuinely interested in solving their problems. 

According to a new report from customer experience orchestration firm Genesys, customer service representatives’ concern sounds “fake” to a third (32 percent) of consumers. Furthermore, another third (31 percent) are under the impression the quality of the service has worsened since the first lockdown. 

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