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Please Hold…All Representatives are Busy

Grad Conn

May 3, 2020  •  2 min read

“Good things come to those who wait,” said nobody while sitting on hold for 45 minutes randomly shouting at their phone in a futile effort to speak to a real human. Let’s face it, we don’t like to wait for anything. We’re busy, multi-tasking, impatient creatures who want it, and want it now.

Customer Care teams are living through unprecedented times. They are experiencing an insane surge in call volumes at a time when call centres are being shut down or understaffed. Teams are finding themselves overwhelmed, inquiries are going unanswered, and customers are growing increasingly frustrated. The current crisis is not only impacting what is happening today, but it has implications that will change how we work going forward.

The solution? A Modern Customer Care Center that listens and responds in today’s social channels such as Twitter, WeChat and Tumblr as well as messaging and email. Sprinklr Modern Care gives you the tools to turn care into the new marketing by not only reacting to customer needs but anticipating them.

Customer care is a subject I’m quite passionate about — so passionate that I’ve worked with Sprinklr colleagues to create a webinar that looks at the new reality of customer care, and offers practical examples of how to not just solve customer issues, but anticipate them.

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Article Author

Grad Conn

Chief Experience Officer, Sprinklr

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