Harvard Business Review

MAY 24, 2016

Customers can also sign up for SMS notifications and find FAQs without needing to leave the branded experience. Not only are customers better informed and call center volume decreasing, these actions open up new marketing channels for retailers to reach an already captive audience.

Retail 10

Retail Supply Chain Loyalty Reis 10

Harvard Business Review

JULY 19, 2013

If a call center is busy, don''t tell customers the hold time is five minutes and then, after four minutes (as higher-priority customers enter the queue), revise that to 10 minutes. FAQs are great, but customers still need to talk to your people. Explain why an action is being taken, and be trustworthy. IT management'

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

DECEMBER 6, 2013

When your business is struggling to make sense of customers in this overbearing and noisy environment, the last thing you’re probably worrying about is adding another channel — no matter how critical it is. So, in a way, what the CMO said back then made sense.

Insurance 9

Insurance Maturity FAQ Media 9