Meeting the needs of customers can sometimes be difficult. With them pushing the boundaries of technology and interacting with both agent and non-agent (i.e. self-service) support methods more than ever, the need to create a refined and streamlined customer experience is at an all-time high.
But do customers always expect the latest innovations for every one of their support experiences? Not necessarily, especially in the business-to-business (B2B) support industry which is generally more complex than business-to-consumer (B2C) and where interpersonal relationships between agents and customers matter more.
