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As tiny or invisible as it may seem, customer service is crucial to any business. It is the most decisive part of any customer journey. A prospect may get deflected due to poor or delayed response here. A buyer may walk away with disappointment or frustration- thus, passing on that negative feeling to many other prospects. A great upselling opportunity may be lost just because the customer service assistant was not sharp enough or fast enough to capture a pivotal moment in the interaction.
