Digital Customer Service
Customer service has changed dramatically over the past two decades to accommodate these somewhat elusive digital consumer behaviors and high customer expectations. In the coming years, customer service experts predict that ensuring consistency across all customer touch points will be top of mind for businesses.
How can digital customer service improve the customer experience?
A third of consumers agree that the tedious process of having to re-introduce yourself and explain yourself to multiple agents is one of the most frustrating aspects. the most frustrating aspects of customer service experiences, according to Hubspot.
Omnichannel support allows customers to contact a variety of channels such as email, live chat, Facebook Messenger, Twitter, mobile app messages, and voice. When you use an omnichannel support system, customers can contact you through their preferred channel, and the conversation continues between channels, ensuring all relevant information is kept in one place.
Digital Customer Experience (DCX) encompasses all aspects of a customer's interactions with a brand through digital channels, and their resulting brand perception and satisfaction. This includes touchpoints such as:
The set of these activities and impressions, DCX, is also sometimes called the digital customer experience or digital consumer experience. In most cases, it can also be considered an omnichannel customer experience, given how customers will approach the same brand from multiple channels.
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An American Express study found that, on average, US consumers share a negative experience with 15 people with 15 people, but would share a good experience with 11 people. The numbers rise to 17 and 15, respectively, for millennial consumers. So a positive DCX not only prevents negative feedback from spreading like wildfire, but also leaves favorable brand impressions with a dozen additional consumers for every satisfied customer.
Improve your brand. Through digital marketing, Contact Centers?can manage a strategy to improve the image and positioning of your business in the different social networks that exist. In addition, they can carry out online recruitment, that is, both professionals can publish their CVs on social networks and employers can use these new recruitment channels. How does your Contact Center improve your brand image?
Information management.?A Contact Center can have a large amount of data from your customers, competitors, suppliers or banking entities, information that is quite valuable for your business strategy. Therefore, implementing data management systems or other computer applications facilitates the exchange, control and storage of this information to provide a greater competitive advantage. For example, if your business records the preferences and habits of your customers in its databases, your Contact Center will be able to offer you a better service or product the next time you make a contact. Thus, thanks to these technologies and Big Data, your business has the possibility of having, managing and serving your customers digitally.
Facilitate customer contact with your brand. Your Contact Center can manage the different contact channels with your brand in an omnichannel way. This omnichannel management will allow you to increase the satisfaction of your client, since it makes it easier for them to start and finish a process through different channels. For example, if your client connects through a social network to meet a certain need and the connection is interrupted, your Contact Center can contact him through his cell phone number or a local number and finish the process avoiding the displeasure of your client.
At?CSC Solutions?we have agents capable of providing the attention your clients deserve. The turn of your company will be safe with us. We focus on providing the necessary attention so that sales flow naturally and that potential clients are obtained.