4 Keys to delivering the best digital customer service.
Digital customer service, which includes providing support through channels like email, chat, SMS and mobile apps, has given consumers a host of convenient and effective options for how they interact with businesses. These choices include both agent-assisted and self-service methods with response times ranging from immediate to up to a day or more. This means customers can choose the channel that best matches the complexity and urgency of their issue, which is a very empowering scenario.
Consumers are increasingly embracing digital support and many organizations are responding by offering the best digital customer service they possibly can. But is it enough? Shifting preferences and evolving technology make it hard for businesses to keep up. Will Generation Z and Millennials be fully satisfied with only optimized email and chat service? Our research shows they're ready for more options.
The writing is on the wall - digital customer service is the future, and the future is now.