The unfortunate truth is that customer service often works in isolation. While companies realize its important role in responding quickly to customers problems, still they are left to operate on their own without support from other departments. They are a silo among many.
This is disconnected customer service.
Disconnected customer service can create many problems for a company. One of the biggest is that the root cause of problems reported by customers goes unaddressed because teams are not working together on solutions. When this is the case, those problems continue, creating strains on the business. An example of disconnected customer service is when products shipped to customers repeatedly arrive broken due to faulty packaging because manufacturing is not aware of the problem or is not held accountable to fix it.
