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“Please hold” has officially been canceled. That’s one takeaway from a major new survey by Gartner. Nearly half of Gen Z customers will simply hang up when asked to hold on to a call. But that’s just one way that generational change is remaking the customer service industry.
As the founder of a platform for customer service, I’ve seen up close how attitudes toward technology and brand loyalty — and certainly hold times — are evolving. Even chatbots are in the crosshairs. One Gen Z team member summed things up nicely: “When a chatbot sends me a link to a company’s
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