Give Consumers a Voice in the Changing Customer Service Landscape

“First impressions are everything, especially for brands competing for customer loyalty. And when it comes to the initial interaction with a customer, more and more are willing to let machines do the talking.

Customers don’t seem to mind, for the most part. According to a survey by McKinsey and Company, digital-care forums — such as email, web chat, and social media — could represent 48 percent of all customer service correspondence by 2020.”