Home » Glossary » Digital customer service

Digital customer service

Definition

What is digital customer service?

Customer service can be provided through various digital platforms, and when it is done through digital communication means, it is categorized as digital customer service.

Chat messaging, social networking sites, online voice, and even AI bots are all possible channels for digital customer service. It can be complemented by traditional phone-based assistance services to further enhance customer experience.

The ideal channels for your business will be determined by your customers’ preferences.

Digital customer service
What is digital customer service?

What are the benefits of using digital customer service?

Here are some of the benefits of digital customer service that help both businesses and customers in various ways.

Reliability

Businesses that have embraced digital customer service have seen an improvement in the timeliness of resolving client concerns. 

Digital customer service processes have improved application flexibility, enhanced efficiency, and provided timely access to customer care.

Convenience

With digital customer service, customers have better access to various services and forms of assistance whenever and wherever they need them. It can be as easy as a few taps on their smartphones or laptops. 

Some modern user interfaces for support channels are built using data intelligence, which allows a web page to be tailored to the user. 

Greater customer satisfaction

Digital customer service can enhance customer satisfaction and is driven by extremely intuitive digital service experiences that deliver commercial or technical solutions to customers.

Individuals that begin and conclude their journey through digital channels have higher levels of customer satisfaction. Customers that utilize a combination of digital and conventional channels do not have the same experience and are consequently dissatisfied.

Why is digital customer service in demand?

Here are some reasons why digital customer service is in demand:

Customer preferences

Companies are incorporating a digital-first strategy to meet clients where they are. Consumers expect to interact with a brand through their preferred channel. As a response, various support leaders across all sectors are offering digital channels for customer service, such as chat and Facebook.

Competition

As consumers want businesses that are simple to work with, competition continues to expand. Customer service providers are increasingly embracing digital capabilities to fulfill the demands of customers and differentiate themselves from the competition. 

Scaling resources

Another reason digital customer service is on the rise is the ability to scale resources to meet growing demand, particularly from customers who instinctively reach for their mobile devices to connect with brands.

Businesses focus on improving how, when, and where they serve their consumers across digital channels, intending to place the customer at the center of it all. They also save money by switching from phone conversations to digital.

Enhancing customer engagement

Excellent service can enhance customer engagement through online word-of-mouth and reviews. Positive digital customer service not only prevents bad feedback from spreading but also impacts brand impressions with roughly a dozen extra customers for each happy client.

Why is digital customer service in demand?

How can businesses provide excellent digital customer service?

You’ll need to focus your efforts on digital customer experience management if you want to deliver smooth customer service online. Here are some best practices to incorporate into your business plan.

Automate

AI and automation can facilitate faster responses and resolutions. AI technologies such as self-service tools and chatbots can help collect information from customers even with the limited availability of human agents.

The finest automated solutions can manage or assign discussions, as well as provide automatic responses depending on specific triggers you’ve established, allowing you to allocate your time and resources for more complicated client demands.

Use a system that stores customer data

Make sure you have a system in place that saves and transmits client data in order to provide more seamless customer service. 

An experienced customer service worker, equipped with crucial information acquired by a chatbot, can immediately work on more difficult situations without manually backtracking.

Gather customer feedback

After each digital customer engagement, you should collect feedback on the assistance and overall digital customer service you’re delivering. When consumers are given the opportunity to share their thoughts, they are more likely to be happy with the whole engagement. Further, you may use important input from consumers to enhance your operations.

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.