Customer care in a crisis: How support teams are navigating shifts in volume, wait times, and CSAT
Intercom, Inc.
APRIL 7, 2020
Our new research reveals the impact it’s had on these teams. Whether it’s checking on shipment status, processing refunds, or fielding requests for payment relief, support reps are facing mounting pressure. According to our research, 42% of support leaders believe they will not meet their goals this month due to the outbreak.
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