Case Study
HUMANE
Customer Care HUMANE Customer Care HUMANE by David Hurwitz, Chief Marketing Officer White PaperHumane Customer Care 1 Introduction Customer Care is in a state of crisis: often bad for customers and worse for care agents. Indeed, the 2020s have been the worst of times and, well, the worst of times. First, we consumers know how bad it’s gotten to be as a customer. I, myself, spent a chunk of June and July trying to connect with my bottled water supplier’s customer care. Hours went by as my iPhone XS sat on the desk next to me, speaker on, volume down, an endlessly repeating hold message spewing forth ad nauseam. “Hold times are longer than usual. We apologize.” After half a dozen times, the apology was no longer accepted. After 20, it was reviled. Customer Care Agents in Crisis Now w