Customers may shop around, but they’re not immune to the lure of good customer service. This leaves them wide open for wooing, yet nailing the holistic customer experience can’t happen without the help of your employees.
Your employees will likely be the first people-centric touchpoint for customers. Even if a sale happens online, customers may need assistance. Some buyers are fine with chatbots or figuring out answers on their own. Others, though, want some hand-holding. And when they get it, their likelihood of coming back improves.
