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5 Ways to Improve Customer Response Times — and Your Bottom Line

Learn how to delight your customers with instant support — without overwhelming your care agents.

Customers expect service agents to respond within 5 minutes of first contact — and base future purchase decisions on whether or not companies succeed. But with customers frequently and rapidly switching from one touchpoint to another, it’s nearly impossible for agents to keep pace.

That’s why many teams are turning to a unified approach that leverages advanced AI to bring disparate channels and customer data together on a single platform. In this ebook, we reveal how digital-first customer care powered by a unified customer experience management (Unified-CXM) platform can shorten response times and improve customer satisfaction by:

• Enabling customers to help themselves 24/7

• Empowering agents to offer fast, contextual responses

• Matching the right agents to specific cases quickly

• Helping managers develop needs-based coaching plans