What is digital customer service?

Digital customer service means providing support to consumers through digital channels like chat, email, text (SMS), social media, messaging apps, and more. The number of digital channels now outnumbers more traditional channels like phone, mail, and face-to-face, and digital channel options will continue to grow as new technologies are introduced. Customers that use digital customer service are able to interact with businesses using smartphones, computers, and tablets. 

Why do consumers value digital customer service?

Digital customer service fits into people's lifestyles. Globally, there are 3.5 billion smartphone users. In the US, 81% of people have smartphones. These smartphone owners use them to text, post on social media, FaceTime their friends, shop online, and so much more. It only makes sense that they also want to use their mobile devices when they need customer support. It's a digital world and people are used to being able to run their lives with phones.

Consumers also value the convenience and speed offered by many digital channels. As an example, say you noticed some unusual charges on your credit card and you're worried your number has been stolen. Time is of the essence in this scenario, but you're in a noisy train station, not conducive to a phone call. So you initiate a chat session with your credit card company and their agent not only responds immediately, but also cancels your card and issues a new one while your chatting. That's both convenient and fast.

Now, let's say you ordered a new night stand from an online retailer and it arrived with a damaged top. Time isn't really a consideration for you, but you do want to be able to provide a lot of information, including photos. In this case, you might send an email to the company and include a couple of photos of the damage. You're OK with the timing when the company responds the next day with a satisfactory resolution. It may not have been a fast method, but it was really convenient. You, as an empowered consumer, got to choose the method of digital customer service that met your needs.

Why do businesses offer digital customer service? What's in it for them?

First and foremost, businesses should offer digital customer service because of the consumer demand discussed above. Organizations are increasingly competing based on customer experience, making their customer service execution more important than ever. This includes offering communication options.

Additionally, digital channels are potentially a lower cost way to support customers, especially if they include self-service options. A well-designed website support section or a company app that supports self-service tasks can help organizations reduce labor costs. Additionally, channels such as chat can be a more efficient method of agent-assisted support because agents can work multiple chat sessions simultaneously.

NICE knows all about digital customer service.

NICE CXone is leading a new era of Smart Digital Conversations by eliminating traditional barriers to exceptional omnichannel customer experiences with new innovations across your contact center operations. Download our white paper, Digital-first Contact Center: The Innovator's Guide, and learn more about what it takes to thrive in this digital world.

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channel
Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.

Related resources
Customer Stories

Advanced Chat and Cobrowse for ESCI (PDF) | Call Center Software

Students love chat. Agents love chat. Abandon rates and stress levels dropped. Productivity soared, and satisfaction rose on all fronts. That’s what ECSI, the nation’s largest student loan servicer, found when it moved to NICE CXone’s CX cloud CX platform and implemented its Advanced Chat for CXone, among other products.  


The Cost-Benefit of a Digital-First Contact Center

Customers and agents are clamoring for digital channels! With a digital-first strategy, contact centers can overhaul the customer experience and create a more intelligent and frictionless customer journey. Digital-first will also help right-size costs and positively impact the bottom line.  

Customer Stories

Best Practice: The Power of a Digital First Contact Center

Your customers have different preferences in how they want to contact your business. Hear from NICE customer, ESCI on how opening digital channels transformed their contact center, improved agent productivity and drive down costs for their contact center.