Since 97% of consumers consider customer service quality to be an important factor when choosing a brand, are you aware of your own customers’ opinion of your cus-tomer service quality? Do you know what they think about your phone support service, given that this is the preferred channel of communication for customers contacting support (61%)? Customer service is measured by KPIs that track its quality. Improving these KPIs is essential for satisfying clients and supporting your company’s growth.

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