Digital Customer Service

CHAPTER 5The Process – A Step-by-Step Guide

What we'll share in this chapter:

• How can your company migrate from a communications platform that was designed to power phone-first customer service, to a platform that powers a digital-first experience?
• What are the essential elements you will need in order to engineer seamless shifts back-and-forth between virtual assistance and live assistance – across all communication modes?
• How should you design the Digital Customer Service “journeys” you want to create for your customers to maximize their future loyalty?
• What metrics will help you know if you're moving in the right direction – for the mutual benefit of your company, your customers and your employees?

PUT IT ON THE SCREEN

The key to getting as far away from off-screen phone calls as you can get, is to discover how to fulfill almost all service interactions in the on-screen environment – including issues that are best served through a verbal discussion with an agent. Again, this hasn't been possible or practical until recently.

Here's a way to think about the future of service: If a customer is on or near a screen – they should never need to engage in an off-screen phone interaction ever again.

The transformation from a phone-first model to a digital-first model requires service and digital leaders to rethink the process of how customers complete tasks and resolve ...