Summary
Companies won’t necessarily succeed because they offer digital customer service; however, they are sure to lose customers and market share without it. Digital customer service helps reduce customer effort, improve personalization, and increase efficiency of customer service operations. You should start by adding a small number of digital channels; redirect phone call volume to digital channels for some journeys; add automation to offload repetitive work from agents; and expand digital options as interaction volume grows. Pay attention to hiring the right digital agents, implementing the right coaching practices, and choosing the right measures of success.
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