When I spoke to Mads Fosselius, Founder and CEO of Dixa, in February of last year, we talked about the emergence of a conversational age of customer service and that taking a ticketing approach to service was no longer cutting it. A bit later in the year, I wrote about it here too.
This is based on the insight that customers often use more than one channel (phone, text, messaging, chat, email, social etc.) to contact a brand when trying to solve a problem or answer a question. However, when they do make contact, they don’t tend to think in channels but rather think about having a joined-up conversation
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