When you think about customer service, you probably think about everything that happens after you make a purchase.
But in today’s customer-first environment, contact centers are increasingly dealing with callers who have yet to hit the buy button.
They might need help thinking through a complex problem, have a question about a product or service, or just need some plain ol’ human reassurance that they’re making the right choice before committing to a purchase.
Meeting customers in the voice channel at this stage in their journey presents a HUGE opportunity for businesses to wow them early on and put them on the path to becoming satisfied, repeat customers.
This episode was adapted from the article, “The Secret Is Out: Why Customers Call Customer Service Before Purchasing.”
Additional resources: here’s the “Ultimate Guide to Customer Callback” that Sam mentions.