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Aircall customer service8/10/2023 When you think of a direct communication or interaction between one of your brand representatives and a customer, it’s considered customer service. Up until fairly recently, the term customer service was more familiar to most people. While the terms are similar and they are closely related, they aren’t interchangeable. Analytics on voice calls are traditionally not user-friendly, making it very hard for managers to drive actionable change from telephony reporting tools.Customer service and customer experience are both essential components of a successful customer journey.Telephony systems are not integrated in business tools, making the phone a black box.Telephony systems are outdated, complex to use and manage, and unreliable, making user adoption and satisfaction and constant challenge.
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