How to help agents give the best digital customer experience
Digital customer service is in demand by consumers who seek convenience and interaction methods similar to those they use in their everyday lives. Businesses are answering these demands by offering digital support channels like chat, text (SMS), and social media. This has changed the face of customer service by putting consumers more in control of how they communicate with organizations.
Just because it's called "digital," however, doesn't mean there isn't human interaction involved. In fact, agent-assisted channels provide some of the best digital customer experience. Channels like chat and email have high satisfaction scores and are among the most preferred. They offer the convenience of digital along with the reassurance of professional assistance.
Because they play such an important role in ensuring consumers have the best digital customer experience possible, contact center agents need to be positioned for success. This typically means the following: