• Using Personas to Define Customer Service

    9 days ago - By Business 2 Community

    It was once famously said, “ if you build it, he will come. ” This might have been the case in the movie, but it's not always the truth in real life, especially when we're talking about customer service.
    It's very easy to seize on a trend or even attack a perceived gap in customer service, be it self-service, chatbots, or artificial intelligence. This might be driven by a research giant's bold predictions. Competitors could be offering customer service in manners your company does not. And there is the ever-present pressure of rising customer expectations. All of this combines to make it...
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