Making customer service human again

Customers and employees both need empathy

A Genesys survey of 5,000 consumers around the globe found that only 52% felt they were treated with empathy when contacting customer support.

In the 2021 MyCustomer research study Empathy in customer service, it was found that empathetic responses from customer service and contact centre employees have a direct impact on brand perception, and whether or not a customer has a positive experience with the brand.

Despite this, there is a clear empathy gap existing in many organizations. 70% of consumers believe empathy is vital in a customer service interaction and yet 39% feel their emotional state is not well understood by brands in those interactions.

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