How businesses are offering new digital experiences for customer service
Digital technology is already firmly embedded in the customer service models of many businesses. Email and chat channels have been around for a couple of decades and are widely adopted. According to research by Salesforce 95% of surveyed business offer email support and 52% offer online chat. Emerging, second wave channels are also being implemented with success and provide customers with new digital experiences as they interact with organizations.
Some of these newer channels are already being offered by more businesses than the older online chat channel, likely driven by consumers' social media habits. What are these second-tier digital channels? Here's a quick overview: