![Digital Customer Service](https://img.perlego.com/book-covers/2882766/9781119842064_300_450.webp)
Digital Customer Service
Transforming Customer Experience for an On-Screen World
Rick DeLisi,Dan Michaeli
- English
- ePUB (disponibile sull'app)
- Disponibile su iOS e Android
Digital Customer Service
Transforming Customer Experience for an On-Screen World
Rick DeLisi,Dan Michaeli
Informazioni sul libro
Digital Customer Service is the new standard for creating a 5-star customer experience
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent.
Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.
Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balancethree critical priorities:
- Creating an excellent experience for customers that increases customer loyalty and profitability
- Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions
- Moving quickly toward the goal of "digital transformation"
We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for howyour company canget there. And when you do, who wins? EVERYONE.
Domande frequenti
Informazioni
SECTION Three
DCS Transformation Overview
- Chapter 5: The Process
- What is the process for transforming the service operation from a platform that was created originally for phone-first interaction (or even “face-to-face”), to one that optimizes to digital-first customer interactions?
- Chapter 6: The People
- How does transforming to a DCS service model impact the people who interact directly with customers (including your “virtual agents”) – as well as those who lead and manage them?
- Chapter 7: The Positioning
- How does the transformation to a DCS service strategy position companies differently, in ways that create greater competitive advantage?
CHAPTER 5
The Process – A Step-by-Step Guide
- How can your company migrate from a communications platform that was designed to power phone-first customer service, to a platform that powers a digital-first experience?
- What are the essential elements you will need in order to engineer seamless shifts back-and-forth between virtual assistance and live assistance – across all communication modes?
- How should you design the Digital Customer Service “journeys” you want to create for your customers to maximize their future loyalty?
- What metrics will help you know if you're moving in the right direction – for the mutual benefit of your company, your customers and your employees?
![Cartoon illustration of Digital customer service and DCS in two racks.](OPS/images/c05uf001-plgo-compressed.webp)
PUT IT ON THE SCREEN
- What are they coming to your website, portals, or mobile app to do?
- Which processes can they complete in self-service, and which require agent assistance?
- What is their mindset as they are beginning each given process?
“COOKING UP” THE IDEAL DIGITAL SERVICE STRATEGY
- Step 1: Make sure you have access to a variety of excellent ingredients.
- Step 2: Learn more about your customers' taste(s) so you can experiment with different dishes that use your ingredients in the most appealing and efficient way.
- Step 3: Once you know what people like best, consistently serve those dishes.
- Step 1: Get the right ingredients. Acquire the capability to introduce OnScreen Enhancements to add visual clarity to any digital process.
- Step 2: Learn which dishes people like best. Test various digital journeys using customer reaction and feedback to continually improve your ability to refine your recipes.
- Step 3: Serve your best dishes consistently. As you continue to better understand which combinations of OnScreen Enhancements best suit your customers' needs and expectations, focus on consistently delivering excellent digital service experiences that will drive greater loyalty.
![Schematic illustration of three steps of transforming to a DCS service model.](OPS/images/c05uf002-plgo-compressed.webp)
STEP 1: GET THE RIGHT INGREDIENTS
Indice dei contenuti
- Cover
- Table of Contents
- Title Page
- Copyright
- Dedication
- About the Authors
- Foreword
- Preface: Now It's Our Turn
- SECTION One: The Problem with Customer Service and the Digital Opportunity
- SECTION Two: DCS Terminology Overview
- SECTION Three: DCS Transformation Overview
- Epilogue: To Infinity and Beyond
- Digital Customer Service FAQs
- Index
- End User License Agreement