Customer care used to be pretty straight forward. You phoned the business number, spoke to the right department who hopefully resolved the problem over the phone or had someone visit your home or business to settle the issue.
These days, the competition is fierce, customers are wanting (and expecting) an ‘instant’ result. And, instead of waiting for the train or bus and talking to the person next to them, everyone is steering down at their phones, trying to fit in as many tasks as possible.
The modern consumer has multiple channels in which to seek help – this isn’t front-page news. So why are so many businesses stuck with old-world customer care practices? Fear perhaps? Or simply not knowing where to start?