To state the obvious, today’s customers are digital.
Why is that significant for businesses? Because customers want to remain digital when interacting with them. In other words, customers would rather be “contained” in digital channels, whether involved in self-service or using human assistance.
Managing customer experience within their channels of choice is a win-win for the customer and the business. After all, traditional channels and touchpoints are far more expensive.
The challenge is in doing digital customer service well and avoiding digital disasters. The good news is, digital customer service isn’t impossible to get right. This article shares six ways to get digital containment right, based on the lessons we have learned in the trenches for over 15 years.