Digital support: its definition and the technology needed to provide it
Digital support is customer service delivered via digital channels such as email, chat, mobile apps, social media, and more. This allows consumers to interact with businesses using their smartphones, tablets and computers. Customers consider digital support to be convenient because it provides choices that match their digital lifestyles. Each channel has its own characteristics in terms of speed and level of agent support, so there's a channel for just about every support scenario.
Businesses can choose which digital support channels to offer based on factors like customer demographics and channel maturity. Websites, email, and chat are among the most popular digital channels, while emerging channels such as video chat are still gaining traction. Regardless of the mix of digital support channels, organizations need to implement and take a truly unified omnichannel approach, rather than just bolting on channels in individual silos. To do this, businesses need the right technical solutions.