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In the survey, customers indicated that customer service agents should portray empathy when providing support. This year, it has been exceedingly obvious how necessary it is to offer empathy when negotiating with customers.
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Human Empathy in Omnichannel Customer Experience Management: Necessity Imagine you have ordered something and you have been waiting for that product to deliver, which is really important for you to reach on time. It should arrive on the date of delivery, it was supposed to be, but unfortunately, there was still no delivery by the end of the day. Omnichannel customer service Here let's imagine two scenarios: 1. In scenario A, You try to reach out to a relevant customer service agent and expect he will solve your problem. What really happens? You get connected to a bot. 2. In scenario B, you get an option to connect with a representative and first of all, he apologies for the inconvenience caused and empathizes with your situation. As a business, you can make a difference to your customers' day and then turn into a long-term relationship (CRM) with them. Be aware that even a tiny act of kindness can begin an entire trend. It's all it takes is compassion. Follow us sales@fivesdigital.com
