Digital companies are faced to Disconnected Vortex
due to a change of the customer expectations!
Digital self-service is now the dominant way people interact with companies. It allowed businesses to continue their journey by creating a improvement of customer experience.
However, companies are faced to a Disconnected vortex where the expectations of the customers strongly evolved :
- they interact with friends, family, and colleagues in their daily lives, choosing mobile apps and web-based communications over traditional channels
- they increasingly expect the same from the businesses and organizations they deal with, but companies have been slow to respond to this shifting
- they expect an effortless experience, new predictor of the disloyalty
What do you propose to help the companies
to escape from this vortex ?
Digital Companies must meet customers where they are on their screens.
To achieve the goal of customer-centricity and achieve true loyalty, service must transform the nature of the customer interaction from phone-centric to digital-centric
What is Digital Customer Service (DCS) ?
This is the solution that covers these 4 main expectations of a customer:
- Solve my problem so I don’t have to think about it anymore.
- Do it in a fast and easy way.
- If possible, show me how to do it so I won’t have to call again.
- Make me feel smart for choosing your company.
This solution enriches customer touchpoints on web, mobile or phone calls with :
- On-screen communication choices (from messaging to video chat),
- On-screen collaboration proposing personalized & learning Experience to enable the client to become self-sufficient
- On-screen automation using any combination of bots and human agents.
Interested ?
Contact us
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