Digital Customer Service

CHAPTER 1The Win-Win-Win-Win

What we'll share in this chapter:

• Customer service is experiencing a unique moment of opportunity. While the partial “digitization” of customer service may have sufficed in the past, now is the optimal time to take the final steps toward true digital transformation.
• Companies that are transforming customer service into an experience that takes place entirely on a customer's screen are reporting their service operations have become much more economically efficient, while they are also achieving greater customer satisfaction and loyalty.
• Those executives and leaders who are spearheading this transformation at their companies are recognizing an array of benefits – including making their jobs easier and more rewarding.

 

CUSTOMER SERVICE AT AN INFLECTION POINT

Over the past few decades, the perception of customer service has experienced a repeating pattern of ups and downs. Throughout the next few chapters, we'll trace the evolution of the prevailing perception of the service industry (almost like looking in the mirror) as it has changed several times over the past few decades – starting from the days of the first-ever call centers in the 1980s, all the way to today's digital world.

In an industry that has experienced two major peaks and two corresponding valleys – each about a decade apart – you'll see evidence that the next few years will result ...