The state of customer service in 2020 Freshworks report points out the following:
– Customer expectations have increased with 63 per cent of customer service leaders observing a rise during the crisis.
– CX budgets are increasing globally with 56 per cent of customer service leaders noticing an increase from 2019.
– In 2020, it is predicted that CX will be all about agility with 65 per cent of customer service leaders worldwide embracing hybrid or remote working environments.
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What happens is that customers come with basic needs. These are needs that must be addressed because it is the least the business can do. Then comes the segmented needs in the demographic. Locally, however, it is not this crisp. The market is rather fragmented. That being said, they can be divided into two – the tech-savvy, switched on crowd who expect your CX should come from a global point of view, and the semi-urban and rural customers whose knowledge is up and coming, comfortable