Customer Care Digital Customer Service and Technology 2

Question 1

What is 'co-browsing' in digital customer support?

Accepted Answer

A technology allowing an agent to view and interact with a customer's browser in real time to guide them through an issue

Answer

Co-browsing allows support agents to see and interact with the customer's browser in real time, enabling hands-on guidance without requiring remote desktop access.

Question 2

What is 'sentiment analysis' as applied to customer service?

Accepted Answer

Using AI to detect the emotional tone (positive, negative, neutral) of customer communications

Answer

Sentiment analysis uses AI and natural language processing to evaluate the emotional tone of customer messages, helping teams identify dissatisfaction and prioritize responses.

Question 3

What is an 'IVR' (Interactive Voice Response) system used for in customer care?

Accepted Answer

Automatically routing inbound calls by prompting callers to select options via keypad or voice

Answer

IVR systems greet inbound callers, collect information through voice or keypad prompts, and route them to the appropriate department or resource.

Question 4

Which feature of a CRM system most directly improves first-contact resolution?

Accepted Answer

A complete, accessible customer history visible to the agent before and during the interaction

Answer

When agents have full customer history at their fingertips, they can address issues faster and more accurately, significantly improving FCR rates.

Question 5

What is the main risk of over-relying on chatbots for customer service in the US market?

Accepted Answer

Complex or emotionally charged issues may be handled poorly, frustrating customers who need human empathy

Answer

Chatbots excel at routine tasks but often fail on nuanced, complex, or emotionally sensitive issues, leading to customer frustration if no human handoff is available.

Customer Care Practice Test

Customer Care Practice Test

Customer Care Digital Customer Service and Technology 2