Crack The Customer Code

Adam shares tips for using automated customer service while keeping in tune with customers and preventing disasters. Preventing automated customer service disasters Automated customer service can help to create a smoother, more convenient process for customers while freeing up company resources. Ideally, it’s a win/win situation. But sometimes technology creates terrible experiences for customers, even while we think everything’s working well. Does your strong service culture work when #custserv technology doesn't?  Whether they take us by surprise or silently add more friction to the experience, technology failures will happen. But must they also be customer service failures? Sometimes it's not the tech itself that fails in the end, but the processes we create around it. How well you know what’s happening and prepare for what may happen on the other end of those circuits makes all the difference. You can prevent disasters and deliver great service no matter what’s happening with your technology. Listen t