We constantly hear that more and more customers prefer digital self-service over voice contact with a support agent. This is great news for organisations regardless of sector; self-service is the fastest and most cost-effective way to customer support.
But with this comes the requirement to ensure that you are using the channels that your customers are using. Make it simple, provide a seamless experience, speak to your customers on the channels they’re already using so that their first means of contact is by digital means – digital by choice.
In this short film, we hear how some organisations are looking at ways to ensure the digital experience is as good, if not better, than traditional modes of contact using apps, social media and an enhanced web-based experience.
Watch the next video in the series here.