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The state of CX in SA survey goes live

Read time 1min 10sec

An ITWeb survey on the state of customer experience in SA, being conducted in partnership with Freshworks, has gone live on ITWeb. The objective of the survey is to find out the impact – if any – that the COVID-19 pandemic has had on customer experience.

The survey delves into how service levels have changed since the crisis on support channels like phone, live chat and email, as well as the top priorities for customer service operations currently.

In this survey, we examine, among other things:

1. The biggest challenge faced by customer service teams during the crisis 

2. Which tools were most important in maintaining service levels throughout the crisis 

3. The impact of the crisis on contact centre agent productivity and mental health

We hope you’ll be able set aside a few minutes of your time to participate in the survey, and stand a chance to win a lucky draw prize, a Takealot voucher to the value of R3 000. 

The detailed results of the survey, and the prize winner, will be published on ITWeb.

To play your role in compiling this customer experience trends report, click on the link below:

https://www.itweb.co.za/surveys/JWPmxVEMK4qQY85e/about

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