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Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
It offers data streams of text-based messages, voice and video chat to be shared simultaneously, across geographically dispersed locations. Applications for web conferencing include meetings, training events, lectures, or presentations from a web-connected computer to other web-connected computers.
It provides videotelephony and online chat services through a cloud-based peer-to-peer software platform used for video communications, messaging, voice calls, conference rooms for video meetings, virtual events and contact centers.
The International Customer Service Institute (TICSI) is an international partnership organisation to enable the recognition and sharing of global best practice in customer service. It was founded in 2005 operating out of London and Dubai and has developed The International Standard for Service Excellence (TISSE). [1]
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Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media.
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Some of the top CRM trends identified in 2021 include focusing on customer service automation such as chatbots, hyper-personalization based on customer data and insights, and the use of unified CRM systems.
Customer experience involves every point of contact you have with a customer and the interactions with the products or services of the business. Customer experience has emerged as a vital strategy for all retail businesses that are facing competition.
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