A New Focus for Customer Service

Jim once wrote on this blog about the irrelevance of stores and how that affects live entertainment (Hint: It’s a good thing). He stated:

“Where we’re going is very simple: We need fewer and fewer stores for retail goods, but we’ll either replace those with empty spaces, with residences or offices, or with experience-driven businesses.”

Stores must continually reinvent themselves. One way retailers are upping their game is by using employee communication platforms to better assist customers.

Photo Credit: Timothy Muza via Unsplash

PSFK highlights how three brands “are investing in fluid communication platforms that allow employees to share real-time information with each other or across organizations to ensure better customer service and more informed assistance.”

The article also points out that this “high-touch, personalized and one-to-one service from optimally educated employees” can streamline the customer’s online experience as well.

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