Digital Customer Service: Transforming Customer Experience for an On-Screen World

Digital Customer Service is the new standard for creating a 5-star customer experience. It provides seamless and effortless interactions by creating experiences that occur entirely on a customer's screen, even in situations where it is preferable to speak to an agent. It helps business leaders balance three critical priorities: creating an excellent experience for customers, driving down the cost of Customer Service/Support interactions, and moving quickly toward the goal of digital transformation.

\n Format: Hardback
\n Length: 256 pages
\n Publication date: 03 September 2021
\n Publisher: John Wiley & Sons Inc
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The new standard for creating a 5-star customer experience is Digital Customer Service (DCS). While technology has brought about numerous advancements, many people still encounter frustrating customer service interactions. However, the advent of DCS promises to revolutionize these interactions by offering seamless and effortless experiences that occur entirely on a customer's screen, even in situations where speaking to an agent is preferred.

Digital Customer Service: Transforming Customer Experience for an On-Screen World delves into the evolution of customer service, encompassing the changing expectations of customers and the underlying psychology that influences their behavior. It traces the journey from the early call centers of the 1980s to the digital world of today. This book is written for leaders in customer service and customer experience, as well as C-suite executives (CEOs, CFOs, CIOs). It aims to help business leaders prioritize three critical objectives:

• Creating an exceptional experience for customers that enhances customer loyalty and profitability.
• Driving down the cost of customer service/support interactions while increasing revenue through sales interactions.
• Accelerating the journey toward digital transformation.

Through extensive research and firsthand experience, we have discovered that companies that commit to achieving true DCS can make significant progress toward all three of these goals simultaneously.

Digital Customer Service provides a comprehensive roadmap for companies to navigate this transformation. By embracing DCS, organizations can elevate customer experiences, reduce costs, and accelerate their digital journey. The benefits extend to everyone involved, including customers, employees, and shareholders.

In conclusion, DCS represents a transformative shift in the customer service landscape. By leveraging technology and focusing on customer-centric experiences, companies can create a 5-star customer experience that sets them apart in a competitive market. Digital Customer Service: Transforming Customer Experience for an On-Screen World offers valuable insights and practical strategies for organizations seeking to excel in customer service and drive business success.

\n Weight: 530g\n
Dimension: 160 x 235 x 22 (mm)\n
ISBN-13: 9781119841906\n \n