Within a customer service department, the phenomenon of repeated interactions occurs when customers have to contact the service again to obtain an answer or a solution to their initial request. While this situation can be avoided, it has several negative consequences: it increases customer dissatisfaction, causes discomfort for support agents when faced with customer complaints or aggression, complicates listening to the customer’s perspective, generates additional costs in the processing, and so on.<\/p>\n\n\n\n
In this context, the main objective is to reduce the rate of repeated interactions and improve the quality of customer support when reiteration is necessary. A relevant example of an initiative aimed at identifying and effectively managing these situations of repeated contact would be:<\/p>\n","protected":false},"template":"","categories-glossary":[312],"class_list":["post-162735","dictionnaire-dico","type-dictionnaire-dico","status-publish","hentry","categories-glossary-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico\/162735","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/dictionnaire-dico"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=162735"}],"wp:term":[{"taxonomy":"categories-glossary","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/categories-glossary?post=162735"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}