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Understand the differences between customer success and customer service – and how your business can hire the right customer success associates – with the help of our free whitepaper.
We surveyed hiring decision makers across a variety of industries to determine how they are changing their hiring and compensation plans post-pandemic, and how their workforce has shifted going into the new year.
Companies have long relied on customer service departments to handle any customer questions or complaints. During this time of disruption across nearly every industry, that model is no longer good enough. Customers have more choices than ever before – and access to massive amounts of information – which gives them more power when making buying decisions. Ninety-six percent of unhappy customers won't complain – but ninety-one percent will leave and never return.
In order to survive, companies must not just be “reactive,” to issues or questions brought up by customers, but must be “proactive” in managing customer expectations, loyalties, future needs and wants. This new proactive customer service model, referred to as “customer success,” allows businesses to form lasting relationships with their consumers that lead to repeat business and true brand loyalty.
After reading this paper, you’ll be able to discern between customer success and customer service. You’ll also learn…
Ready to evolve your customer service model? Read our white paper.