It's 1958. You own a mom-and-pop store and know each of your customers by name. You weigh out every item – a bag of flour, rice, potatoes – by hand. You deal with every question or complaint personally.
Fast-forward to 2019. You have thousands of customers located all over the world, each one purchasing your products or services and contacting you online or over the phone for help. You can't possibly keep up with this flood of customers, and your team is struggling to cope.
Enter the customer service desk.
Even in 2019, 72% of customers expect your customer service agents to "know who they are, what they have purchased, and have insights into their previous engagements" when they contact your company. In short, they want personalized service.
That's why customer-centric businesses need to invest in a service desk if they want to keep their customers satisfied. Without a tool that's purpose-built for keeping customer communications organized, businesses won't be able to offer that mom-and-pop level of service that customers still expect today.
In fact, 54% of consumers now claim that their customer service expectations are even higher than they were last year. This puts pressure on businesses to deliver a higher standard of service to retain their loyal customers. To do so, many companies are adopting customer service desks to help manage the increase in customer demand.
In this post, we'll break down what a customer service desk is, as well as why your business should add one to its customer service team.
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