​Description​
 

In this Digital Customer Service presentation, we navigate the evolving landscape of customer preferences, emphasizing the need for transformation in customer service to meet digital demands. We explore how digital experiences have shifted customer engagement and introduced Digital Customer Service.

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Digital Customer Service involves delivering support through various digital channels, including websites, live chat, email, social media, and messaging platforms, transforming conventional practices.

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While technology has brought complexity to customer service, the true potential of Digital Customer Service emerges when digital self-assistance and human intervention merge seamlessly, offering benefits like increased revenue, reduced costs, and improved customer satisfaction.

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This presentation is a valuable guide for customer service professionals and visionary leaders, offering insights into establishing a frictionless omnichannel support system. It covers eight widely adopted digital channels, highlights pitfalls to avoid, and focuses on essential skills for service agents, including personalization and empathy. As the digital landscape reshapes the customer-business dynamic, this presentation serves as a compass, guiding toward customer-centric excellence.

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Learning Objectives

 

1. Acquire knowledge and the key concepts of Digital Customer Service.

2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service.

3. Highlight the pitfalls to avoid and success factors for Digital Customer Service.

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Contents

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1. Introduction And Key Concepts Of Digital Customer Service

• The Era Of Smart Customers

• Driven By Technology, Digital Is The New Way Of Thinking & Doing Things

• Customer Experience - A Tale Of Two Perspectives

• What Is Digital Customer Experience?

• The Seven Customer Journey Stages To Consider In Digital Experience

• Examples Of Touchpoints Along A Digital Customer Experience Journey

• Some Facts About Digital Customer Experience

• Increased Demand For Digital Customer Service

• What Is Digital Customer Service?

• Three Myths Of Digital Transformation Of Customer Service

• The Term "Digital Customer Service" Can Mean Different Things To Different People

• What Digital Customer Service Is Not

• Who Wins When Customer Service Achieves Digital Transformation?

• Why Is Digital Customer Service Important?

• What Channels Does Digital Customer Service Include?

• Examples Of Digital Customer Service

• The Ideal Digital Service - Balancing The Human Touch Of Traditional Channels And The Efficiency Of Digital

• Consumers Embrace Digital But They Still Call For Support

• Why Does Digital Customer Service Fail?

• Excellent Digital Customer Service Entails Personalization & Empathy

• Omnichannel Is The Prerequisite For A Great Customer Experience

• Benefits Of Building An Omnichannel Experience

• Top 10 Preferred Channels By Customers

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2. Approaches And Practices Of Digital Customer Service

• Strategies For Building An Effective Digital Customer Service

• How Can You Develop An Omnichannel Approach?

• Digital Customer Service Channels

• Live Chat

• Chatbots

• Email

• Mobile Messaging

• Social Media Platforms

• Video Chat

• "Contact Us" Form

• Knowledge Base

• Social Groups & Online Communities

• Phone Support

• Common Mistakes To Avoid

• Digital Customer Service - Do's

• Digital Customer Service - Don'ts

• What Is Digital Self-service?

• Common Goals Of Digital Self-service

• Common Digital Self-service Solutions

• 8 Tips For Making Digital Self-service Amazing

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3. Techniques And Skills For Human Supported Digital Customer Service

• Onboarding Service Agents To Digital Customer Service

• Top 5 Skills To Improve Your Digital Customer Service

• The Human Touch Still Matters In Digital Customer Service

• Great Customer Service Starts With An Attitude

• Displaying Customer Service Attitude

• 3 Parts Of Effective Listening

• Empathy

• Personalizing

• Ways Of Personalizing Your Service

• Adapting

• How To Adapt To Our Customer?

• The Basics Of Effective Phone Techniques

• The 5 A's Of Service Recovery

• Measuring Customer Service Success

• Performance Management System For Delivering High Quality CX Interactions

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4. Pitfalls To Avoid And Factors for Success

• 4 Common Mistakes In Omnichannel Strategy

• 4 Imperatives To Promote Success In Digital Customer Service

• Best Practices To Manage Omnichannel Customer Support

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You may also be interested in the following related documents (sold separately):

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1. Design Thinking Workshop Guide

2. Design Thinking Frameworks Reference Guide

3. Design Thinking: Ideation Techniques

4. Design Thinking: Warm-Up Games

5. Lean Start-up

6. Exponential Organizations (ExOs)

7. Customer Journey Mapping

8. Value Proposition Canvas

9. Jobs-To-Be-Done (JTBD) Framework

10. Business Model Canvas

11. Service Design

12. Digital Transformation: People, Organization & Change

13. Digital Transformation: Step-by-step Implementation Guide

14. Digital Customer Service

15. Change Management

16. Objectives and Key Results (OKRs)

17. Strategic Planning: Eight Steps to Implementation

18. Hoshin Kanri

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