This week we are releasing the Ultimate Guide to Digital-First Customer Service. It’s the only guide that walks you step by step through the process of becoming a customer service organization that will actually set your brand apart.
If that’s not enough to convince you this guide is worth your time, here are three other reasons you can’t afford to overlook this massively valuable piece of content:
1. Great Digital-First Customer Service is Absolutely a Brand Differentiator
Your brand can set itself apart by delivering amazing and memorable customer service experiences. In fact, nearly 90 percent of company leaders view customer experience (CX) as a competitive differentiator, according to the 2019 Global Customer Experience Benchmarking Report.
No wonder so many businesses are digitally transforming their customer service organization to achieve the ultimate CX. To be more precise, two-thirds of these Global CEOs are planning to adopt modern digital strategies to improve the customer experience before the end of 2019. And they’re smart to do so. Gartner estimates that 85 percent of all customer interactions will be managed without a human by 2020 — and automating while enhancing CX is fully addressed in this guide.
2. There’s So Much More to Digital-First than Omnichannel
Many customer service organizations have embraced the omnichannel mantra dictating a presence in every channel where your customers exist. No one can fault customer service leaders for thinking that’s the way to go. But the truth is, omnichannel is a tactic, not a strategy. And being in every channel often proves unnecessary and expensive.
What really matters to your customers is having a conversational and convenient customer service experience with the fewest possible barriers to resolution. Unfortunately, omnichannel support completely falls flat in this regard.
It’s difficult for companies to connect the different modes of communication (i.e., phone, email, chat, etc.). Those disconnects force customers to start over and repeat themselves with each new chat, email, or call. It’s frustrating for them and expensive for you.
Rather than leading with omnichannel as an overarching strategy, it’s essential to choose and connect the channels that enable the optimal blend of customer experience, agent experience, overall customer service excellence, and operational efficiency.
3. Successfully Transforming Your Support Organization Depends on One Secret Weapon
Regardless of your industry or company size, there is one secret tool in your arsenal that will make your transformation to digital-first customer service a success. We’ve got the inside scoop on how companies across the globe have effectively made the shift and are delivering a better agent and customer experience in the process. (Hint: It involves messaging and bots.)