Customer service channels are the most prominent way for customers to connect with brands, but can seem to be overlooked when stakeholders search for connection with customers. While market research panels and communities are goldmines of customer insight, pairing these research platforms with insights from customer service channels allows insight experts to build up a fuller picture of customer experience.

Customer service is a crucial element of any business. These are the frontline staff who connect with customers on a daily basis, creating both in-store and online experiences, handling customer issues, acting as a balm to sooth customer experience painpoints, and more. Through this, it is more than likely that customer service representatives know more about the customer base, the customer experience, and the operational success of a business than c-suite stakeholders do.

Frontline staff in customer service roles attain more knowledge and understanding about the customer base than most roles in an organisation purely due to the time spent connecting with customers - and this provides the business with an incredible opportunity to enhance the Customer Salience and customer experience of the business through actionable insights. Download the free whitepaper to learn:

• How to generate actionable insights from customer service channels
• Examples of great customer service in action
• The common pitfalls of customer service
• How to wield the power of connection through customer service for better customer salience