Customer Service Experience. The single most important factor to a great unified communications service
In a recent survey by contact centre vendor Five9, covered in this article by founder and principal analyst of ZK Research, Zeus Kerravala, it was discovered that customer service experience has overtaken price, product quality, reliability and all the other factors to be the most important deciding factor on a service.
With ninety percent of respondents to the survey siting customer experience as the most important factor, service owners should take note; after all, the users of your unified collaboration service are your internal customers.
So, what makes a good customer service experience when it comes to unified collaboration and video conferencing?