Always have options for next customer-service step

11/8/2013 | B2C Marketing Insider

Customer-service specialists can use a "next best action" system to find out how to best respond to the customer's need. This frees the operator up to continue the conversation with the person on the phone, or even to suggest a series of special offers or promotions that might be of interest to them – even suggesting alternative products if the one the customer is looking to purchase is out of stock," writes Matt Rawlings.

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