Over the last 12 months, the Catch Group has been on a customer-centric mission to service customers to keep them coming back. To this end, the online marketplace overhauled and optimised all touchpoints to open the lines of communication with customers. The group integrated Zendesk's customer support platform, built dedicated customer service centres and teams, reached out via new channels, and importantly, gave its customer service agents autonomy in decision-making.
https://www.cmo.com.au/article/632587/how-catch-group-dedicated-cx-approach-revitalised-multi-million-dollar-marketplace/
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