2020 has been a year of change, perseverance and evolution. Companies needed to adapt to the changing times by moving a majority of their business online to survive and standard phone numbers on the website were not going to cut it. This is where Digital Customer Service (DCS) comes into play – it enables businesses to engage with their customers using the communication channel of their choice.
Rome wasn’t built in a day and neither was great Digital Customer Service. At Glia, we’ve learned over time that the best way for companies to achieve true DCS is through a phased approach. We’ve broken this process down into four tactical steps that any enterprise can follow if they are looking to take their Digital Customer Service to the next level.
If you’re interested in learning more about Glia’s four step phased approach, check out our video!
Using these four steps to achieve true Digital Customer Service provides numerous benefits and enable your organization to:
- Increase NPS and CSAT scores by 20%
- Increase online sales conversation and application throughput by 4x
- Improve Contact Center Efficiency by 18%
- Improve customer self sufficiency by 20%