How important is digital service in the customer experience?

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Although phone calls are still a highly sought-after and efficient channel for contacting a brand, digital customer service is growing more and more in the corporate world, regardless of the segment and size of the company.

A survey conducted by McKinsey with more than 3,000 consumers revealed that, in addition to the telephone, all generations also prefer service via messages (such as WhatsApp), live chat and emails.

And, to keep up with public demands, the study indicated that customer service leaders have three priorities in this sector for the coming years:

offer a multidimensional approach to customer experience to increase revenue;
develop AI ecosystems to future-proof your operations;
strengthen employee training to deal with new service technologies.
In other words, if you haven’t yet adapted your service to the new reality, you are behind your competitors.

And to avoid wasting any more time, take advantage of chile number dataset text to clear up any doubts you may have about what digital customer service is and how to implement it in your business!

What is digital service?
Digital service is a customer service strategy, called 4.0, carried out through online channels, with the support of the internet . It uses automation technology, AI (artificial intelligence), machine learning, among others, to facilitate interaction between the brand and the consumer.

Consumer 4.0 is known for being demanding and immediate, therefore, it is essential for businesses to offer multiple service channels to meet new demands and ensure public satisfaction.

Therefore, digital service serves to offer an omnichannel experience through channels such as email, WhatsApp , SMS, chatbots, social networks, among others.

What are the types of online service?
In order to be where the customer is , there are several types of online service that can be provided by humans or robots (bots), using AI. Some examples are: live chat, chatbot, virtual phone, WhatsApp, self-service, social networks and email.

Through an omnichannel platform, it is possible to integrate all channels and monitor feedback and results of the service provided, in addition to analyzing customer data in real time, understanding their behavior and preferences.

We also remind you that it is essential to understand the particularities of each point of contact in order to adapt the content sent . The size of the message sent by email is different from that sent by WhatsApp, for example.

That said, learn about the main types of digital service below.

Live Chat
Live chat is handled by human agents. However, with the use of intelligent platforms, it is possible to use AI to provide complete customer data for the agent to provide personalized service.

Furthermore, requests can be more complex, leaving the simplest ones with chatbot support, which can answer more frequent and objective questions, such as downloading a second copy of a bill or tracking the status of the order.

However, if the problem is more difficult to resolve, such as a product that arrived damaged or a delivery that was considered completed but not actually carried out, the conversation is forwarded to the team members.

Chatbot com IA
AI chatbots are powered by robots that can use machine learning technology to learn more and more about human behavior as the amount of data collected increases.

In addition to providing more time for professionals to focus on more complex issues, the chatbot responds faster and in a personalized way, generating greater satisfaction and a better experience with the brand.