When a customer has a question about your company, they can likely choose from several channels to reach out or get the information they’re seeking, including phone, email, social media, searching your website, or visiting your brick and mortar location. However, in our fast-paced, technology-driven world, many consumers don’t have the time or patience to wait around for a response, especially if they’re coming to you with a complaint or timely concern. No one enjoys waiting on hold for 15 mi...