Why You Need Digital Customer Service



Consolidate, Automate, Authenticate

Digital Customer Service Is No Longer An Option

When asked what is the most important part of a good customer experience, consumers answered:

  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
  5. Other

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

A customer service rep is frustrated by multiple apps in the contact center

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.

Digital customer service + CRM integration improves customer and  agent experience

For Customers:

  • Reduces wait times
  • Avoids need to repeat information
  • Allows customers to contact you on their time
  • Enables customers to contact you on their preferred communication channels
InTheChat benefits - efficiency, cost savings, satisfaction

For Agents:

  • Consolidates all messaging programs into one platform
  • Improved customer experience means fewer frustrated customers
  • Gives agents a 360 degree view of customers by integrating CRM records from all channels

To learn more about the benefits of digital customer service for your business, click here to download our whitepaper: Digital Messaging For Business.

Simply click to learn more about how ITC's Digital Desktop can work for you.

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