The article discusses the evolution of customer support in response to changing communication channels and consumer behavior. Initially limited to phone calls and emails, customers now engage businesses through various platforms, including social media and messaging apps, leading to increased demands on support teams. The author shares experiences from over a decade in the industry and highlights two key trends: the shift to direct digital communication and the adoption of chatbots to manage operational challenges. Companies that adapt swiftly can thrive amidst the overwhelming flow of customer inquiries.
The rise of social media and messaging apps offered round-the-clock communication between brands and customers, transforming customer interactions and overwhelming support teams.
Adapting to the influx of customer inquiries through multiple channels is crucial; companies that do not embrace the change risk being overwhelmed and left behind.
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