There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation.
Much has changed. Today we can contact a company's customer service department via an app on our smart device, we can chat with either a human being or a bot on the company's website, we can send messages via social media platforms such as Twitter, and yes, we can still dial a toll-free number and access a live agent.
While that last option is still available, it is becoming more and more rare. Companies realize that “going digital” offers many benefits—not just for the company, but for the customer as well.
Today's companies are adopting digital solutions at increasing rates. However, the digital surge is not meant to coerce customers into using digital resources, but rather, to enhance the overall customer experience.
Customers value a pleasant customer service journey—one that offers resolution without long wait times, multiple transfers, or repeated calls. Companies are aware that the top of the line digital solutions available in today's market can provide customers with that exact experience—and at a savings to the company.
The better the technology, the more that customers want to use it. In fact, eventually, they prefer to use the company's digital customer service platforms rather than waste valuable time on hold waiting to either connect with a live call center agent or wait while the agent rummages around for the correct information needed to provide resolution.
Digital solutions also provide higher value, plus personalized and capable self-service resources that customers are ultimately very grateful for.
There is no denying that digital adoption is the way of the future, especially when you factor in sociological reasons. Millennials, the generation also referred to as Gen Y, are on the verge of outnumbering both Gen Xers and Baby Boomers. Millennials will soon also have more purchasing power than the two previous generations.
Gen Y feels completely comfortable with all things digital. In fact, over two-thirds of millennial females are at ease solving customer service issues without speaking to a live agent, according to a Capterra study. And over half of Millennials of both sexes enjoy being able to resolve issues on their own, without the assistance of a live call center agent. Think about those facts for a minute—the soon to be largest customer base actually prefers to interact with digital platforms over live call center agents.
When considering all these factors, plus factoring in the potential savings, it is easy to see why companies are pushing for digital solutions to resolve their clients' customer service issues.
Jacada, a provider of both digital solutions and agent engagement solutions seeks to assist customer service organizations in their efforts to provide the next level of customer care.
Publish Date: May 16, 2019 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
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