How to create brilliant digital customer service.

Providing outstanding digital customer service is a game-changer for businesses, distinguishing them from competitors and building enduring customer relationships. In a time, and industry where convenience and speed are valued, optimizing digital touchpoints is essential. Companies that excel in digital customer service engage with customers effectively through swift live chats and tailored email support. This guide delves into essential strategies and best practices to craft a digital customer service journey that goes beyond satisfaction to truly enchant customers.

What is digital customer service?

Digital customer service is a modern approach to customer support, leveraging digital channels like chat, email, and social media to provide efficient and convenient assistance. This innovative approach eliminates the need for lengthy phone calls and allows customers to connect with companies on their own terms.

Digital customer service offers a variety of tools to address customer needs, from quick answers through chat to detailed explanations via email. It also enables companies to engage with customers on social media, providing a platform for feedback and interaction.

This approach combines professionalism with a personal touch, allowing companies to build rapport with customers while addressing their concerns. By embracing digital customer service, businesses can enhance customer satisfaction and loyalty, ultimately driving growth and success.

Why should you care?

Companies can't afford to ignore the power of digital customer service. It's like a trusty Swiss Army knife for businesses, offering a variety of tools to address customer needs efficiently and effectively. Unlike a Swiss Army knife though, the tools are actually good at what they’re supposed to do. 

By embracing digital customer service, companies can tap into a vast pool of potential customers who prefer online interactions. A number that’s rapidly increasing as younger generations take over. Think of it as casting a wider net to reel in more satisfied customers. It also allows businesses to provide round-the-clock support, ensuring that customers can get assistance whenever they need it, even if it's three in the morning on a national holiday. 

Digital customer service isn't just meant for the customers - it's a win-win situation for businesses too. It can streamline operations, reduce costs, and even uncover valuable insights about customer preferences. It's like having a crystal ball that reveals what customers truly desire, and also a magic wand to make it all come true. Told you about the Swiss Army knife. 

So, if companies want to stay ahead of the curve and build lasting relationships with their customers, digital customer service is not just an option, it's a necessity. It's the key to unlocking a treasure trove of customer satisfaction and loyalty, which ultimately translates to a healthier bottom line. Let’s take a look at the benefits in more detail.

Customer perspective.

Digital customer service is like a well-designed roundabout compared to a traditional four-way stop. At a stop sign, drivers can get stuck waiting for a break in traffic, leading to frustration and delays. But a roundabout keeps traffic flowing smoothly, allowing customers to navigate their inquiries with ease and get the assistance they need without getting bogged down. Instead of thinking about lights, stop and go, waiting, the customers only have the end goal in mind. 

With digital customer service, customers can reach out to companies at their own convenience, whether it's early in the morning or late at night. 24 hours a day, 7 days a week. Plus, they can easily access helpful resources like FAQs and knowledge bases, empowering them to find solutions on their own. It's like having a personal librarian who always knows where to find the answers.

But digital customer service isn't just about convenience - it's about building a genuine connection with customers. Through personalized interactions and prompt responses, companies can show customers that they value their time and feedback. While smooth, flowing customer service is amazing, it’s another thing entirely to feel like you’re seen as a person, not just a customer.

So, whether it's resolving a billing issue, answering a product question, or simply providing some helpful advice, digital customer service makes the customer experience smoother, faster, and more enjoyable. It's the secret ingredient to a recipe for customer satisfaction that leaves everyone feeling happy and fulfilled.

Business perspective.

We like to say that happy agents create happy customers, in turn, happy customers create happy businesses. And boy, will your agents be happy with digital customer service. 

First and foremost, it provides a cost-effective solution for handling customer inquiries. Instead of relying on large call centers with numerous agents, companies can automate responses, utilize chatbots, and empower customers with self-service options. This not only reduces operational costs but also reduces the workload on the individual agent. 

Efficiency is another hallmark of digital customer service. Customers no longer have to wait on hold for extended periods to get their questions answered. With instant messaging and chatbots, responses are swift and problems are resolved promptly. With this you’re shortening average resolution time which means your customers spend less time waiting, and your agents can have breathers in between interactions. 

Digital customer service opens up a world of possibilities for data collection and analysis. Businesses can gather valuable insights about customer preferences, pain points, and behavior through online interactions. This wealth of information can be leveraged to personalize offerings, improve products, and tailor marketing campaigns, ultimately driving customer loyalty and revenue growth.

Don’t know where to start?

So, you're convinced that elevating your digital customer service is the way forward - and who could blame you? The myriad benefits are clear: streamlined interactions, happier customers, and the potential for serious growth. But with a world of options at your fingertips, it's easy to feel overwhelmed. That's where we come in.

Let's break down the key aspects of digital customer service you should consider, demystifying the process and setting you on the path to success. Whether you're starting from scratch or looking to revamp your existing strategy, there's a solution out there perfectly tailored to your needs.

Bring in the digital. Take away the manual.

As we’ve said, one of the biggest advantages of digital customer service is that it can speed up almost anything and everything. The best way to do this is to automate mundane manual tasks like searching through knowledge bases, reading through interaction logs, work orders, receipts, etc. 

Envision your customer service representatives liberated from the repetitive drudgery of answering the same inquiries repeatedly. Instead, empower them with a centralized, comprehensive knowledge base - a one-stop shop for all the essential information. This shift allows your team to focus on complex problem-solving and delivering personalized attention to your customers, ultimately enhancing their experience.

We do this by employing Agent Assist, an AI-powered solution designed to be your agent’s most trusted sidekick. It does the things listed above, plus it can offer real-time suggestions based on the context of the conversation in both text and voice. These suggestions span from premade, boiler-plate greetings, and answers to suggestions for next-best steps in query resolution, sell opportunities, and much more.

Removing the bot-tleneck from your service.

Continuing in the vein of eliminating trivial tasks, digital customer service can even help with resolving customer queries without the need for human interaction. How? Good ol’ chatbots.

Now, we know what you’re thinking, and no these aren’t your parents’ chatbots. Today's digital helpers are a whole new breed, far more intelligent and intuitive. They're not just programmed to answer a few basic questions – they're designed to understand your needs, anticipate your requests, and provide personalized solutions.

Imagine a virtual assistant that can effortlessly handle simple queries, freeing up your human agents to focus on complex issues that require a personal touch. With their lightning-fast response times and ability to handle multiple conversations simultaneously, modern chatbots can drastically improve customer satisfaction and streamline your support operations.

Whether it's answering frequently asked questions, guiding customers through a purchase, or troubleshooting common technical issues, these digital wizards are always ready to lend a helping hand. They're the perfect solution for businesses looking to eliminate long wait times and hiccups in their CX services. So why not give them a try? You might be surprised at just how much they can do.

A whole new (digital) world.

Jumping from simple and trivial to complex and crucial. From tasks and simple queries to the basis of any customer service conversation. Let’s talk about language.

One of the main obstacles to great CX is the fact that you have to make compromises. I can’t move my operation there because of the language barrier. I can’t hire this person - even though they are perfect for me - because they are missing this specific language. Snap, no available agents for French, time to bring out the B team - are all things you will never have to say again if you use Transcom’s Automated Translation.

Ever wish you had a magic wand to instantly translate all your text into different languages? Well, Transcom's Automated Translation is the next best thing. Our AI-powered solution seamlessly integrates with your existing systems, taking the pain out of multilingual communication - in both text and voice.

It near-perfectly translates over 100 languages in real-time, ensuring you can always have the perfect person for the job whatever the situation might be. The neat thing about it is that you can train it with your brand messaging and tone of voice so that every interaction is consistent and on brand.