1. Friendly service
2. Resolving an issue in a single interaction, regardless of time
3. Not having to repeat myself
4. Getting information without having to contact support
How People Want to Interact With Digital Customer Service
of consumers use 3+ channels to access customer service
of consumers expect consistency of service
of millennials agree that social media responsiveness improves their perception of a brand
Silos for Digital Channels Are Inefficient
The practical reality that companies face is that it is inefficient to have different teams using different tools to serve customers on different channels. When you have different teams for different channels, you end up having staff that are only partially utilized.
Consolidating your digital customer service onto one team allows your staff to use their time efficiently, especially if they have a digital desktop platform that allows for a seamless agent experience across digital channels!
Requiring agents to use different tools for different channels will only contribute to desktop overwhelm leading to employee frustration and burnout – especially if those tools are not integrated with your CRM. Not to mention the obvious…it does not help contact centers save on cost either.
ITC delivers omnichannel customer service, integrated with your CRM. Click to learn more about how ITC can empower you deliver digital customer service excellence.