​Description​
 

As rapidly as customer expectations and behaviors have been evolving, the practice of Customer Service needs to transform just to keep pace. As many people today own digital devices, service interactions are increasingly happening on the customer's own screen--whether that's a mobile device, laptop, or desktop computer--even in situations where a customer needs to talk with a company representative. This is where Digital Customer Service comes in. 

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Digital Customer Service means Digital Transformation of Customer Service. In essence, it is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.  

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As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos (e.g. a chatbot), many companies have unconsciously created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are 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.

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This Digital Customer Service PPT training presentation is ideal for customer service and customer experience professionals as well as C-suite executives 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 to manage an omnichannel support system. 

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Learning Objectives

 

1. Acquire knowledge and the key concepts of Digital Customer Service

2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service

3. Highlight the pitfalls to avoid and success factors for Digital Customer Service

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Contents

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1. Introduction And Key Concepts Of Digital Customer Service

• The Era Of Smart Customers

• Driven By Technology, Digital Is The New Way Of Thinking & Doing Things

• Customer Experience - A Tale Of Two Perspectives

• What Is Digital Customer Experience?

• The Seven Customer Journey Stages To Consider In Digital Experience

• Examples Of Touchpoints Along A Digital Customer Experience Journey

• Some Facts About Digital Customer Experience

• Increased Demand For Digital Customer Service

• What Is Digital Customer Service?

• Three Myths Of Digital Transformation Of Customer Service

• The Term "Digital Customer Service" Can Mean Different Things To Different People

• What Digital Customer Service Is Not

• Who Wins When Customer Service Achieves Digital Transformation?

• Why Is Digital Customer Service Important?

• What Channels Does Digital Customer Service Include?

• Examples Of Digital Customer Service

• The Ideal Digital Service - Balancing The Human Touch Of Traditional Channels And The Efficiency Of Digital

• Consumers Embrace Digital But They Still Call For Support

• Why Does Digital Customer Service Fail?

• Excellent Digital Customer Service Entails Personalization & Empathy

• Omnichannel Is The Prerequisite For A Great Customer Experience

• Benefits Of Building An Omnichannel Experience

• Top 10 Preferred Channels By Customers

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2. Approaches And Practices Of Digital Customer Service

• Strategies For Building An Effective Digital Customer Service

• How Can You Develop An Omnichannel Approach?

• Digital Customer Service Channels

• Live Chat

• Chatbots

• Email

• Mobile Messaging

• Social Media Platforms

• Video Chat

• "Contact Us" Form

• Knowledge Base

• Social Groups & Online Communities

• Phone Support

• Common Mistakes To Avoid

• Digital Customer Service - Do's

• Digital Customer Service - Don'ts

• What Is Digital Self-service?

• Common Goals Of Digital Self-service

• Common Digital Self-service Solutions

• 8 Tips For Making Digital Self-service Amazing

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3. Techniques And Skills For Human Supported Digital Customer Service

• Onboarding Service Agents To Digital Customer Service

• Top 5 Skills To Improve Your Digital Customer Service

• The Human Touch Still Matters In Digital Customer Service

• Great Customer Service Starts With An Attitude

• Displaying Customer Service Attitude

• 3 Parts Of Effective Listening

• Empathy

• Personalizing

• Ways Of Personalizing Your Service

• Adapting

• How To Adapt To Our Customer?

• The Basics Of Effective Phone Techniques

• The 5 A's Of Service Recovery

• Measuring Customer Service Success

• Performance Management System For Delivering High Quality CX Interactions

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4. Pitfalls To Avoid And Factors for Success

• 4 Common Mistakes In Omnichannel Strategy

• 4 Imperatives To Promote Success In Digital Customer Service

• Best Practices To Manage Omnichannel Customer Support

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You may also be interested in the following related documents (sold separately):

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1. Design Thinking Workshop Guide

2. Design Thinking Frameworks Reference Guide

3. Design Thinking: Ideation Techniques

4. Design Thinking: Warm-Up Games

5. Customer Journey Mapping

6. Value Proposition Canvas

7. Business Model Canvas

8. Service Design

9. Digital Transformation: People, Organization & Change

10. Digital Transformation: Step-by-step Implementation Guide

11. Digital Customer Service

12. Lean Daily Management System

13. Change Management

14. Lean Start-up

15. Strategic Planning: Eight Steps to Implementation

16. Hoshin Kanri

17. Hybrid Working

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