File Size: 21.6 MB
Number of Slides: 100
Digital Customer Service
Toward a Seamless Customer Experience
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer expectations and behaviors, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation is ideal for customer service and customer experience professionals who are targeting to create a smooth and seamless omnichannel support for an amazing customer experience. It includes the eight most commonly used digital channels and the mistakes to avoid. Finally, it highlights the essential techniques and skills (e.g. personalization and empathy) required of service agents, as well as the best practices to manage an omnichannel support system.
Acquire knowledge and the key concepts of Digital Customer Service
Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
Highlight the pitfalls to avoid and success factors for Digital Customer Service
Introduction and Key Concepts of Digital Customer Service
Approaches and Practices of Digital Customer Service
Techniques and Skills for Human Supported Digital Customer Service
Pitfalls to Avoid and Factors for Success
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