Teams | Collaboration | Customer Service | Project Management

For decades, outsourced customer support was considered an easy way for businesses to increase support bandwidth at a reduced cost. But in too many cases, the quality of service suffered as a result. As recently as 2018, a survey by Gladly found that 61% of customers felt like they were treated as nothing more than a case number.

Want a great way to tank your customer satisfaction? Ignore your customer service team. Customer expectations have never been higher, and they want answers faster, on the channel of their choice. Your team is made up of people with varying degrees of knowledge and experience—someone who’s new could unknowingly say the wrong thing and end up making an irate customer even more upset.