In recent years, your relationship with your customers has become more and more digital, and delivering good customer service in this context will continue to be a challenge (it’s no surprise a consulting firm called one of their recent studies “Customer Service in 2020: Winning in a digital world”).
Delivering a good digital customer service experience does not just mean being reachable on all digital channels, i.e. Web, email, chat, social, mobile, …
Not only do you have to be reachable, but also, the experience you provide to your customers has to be consistent across those channels.
One other important thing about digital customer service is the need to keep the “human touch” in mind: even in a digital relationship, sometimes talking to someone is necessary, so you must be able to provide your customers a human interaction when they need it.
So, the question is: “Is your company deli... read more >