Types of digital experience in customer service.
Digital technology is creating new opportunities for businesses to delight their customers with unique customer service experiences. Often associated with convenience, speed, and ease of use, digital channels like chat and private social messaging offer consumers interaction options that fit with their lifestyles. Businesses have been leveraging this newer technology to create exceptional, satisfying types of digital experiences - ones that customers value and increasingly expect.
Competing on customer experience is the new battleground. No longer satisfied solely by low prices and great products, consumers now factor in "experience" when making purchase decisions. In fact, our benchmark research shows that 87% of consumers are more willing to buy products from a business that has provided them with an exceptional experience. Additionally, 55% of survey respondents were willing to pay more for great experiences.
This is no surprise to businesses, many of whom are prioritizing customer experience as a key focus area.