23 August 2023

What is digital customer service?

Infographic about what digital customer service is.

As technology advances, digital customer service has become a major part of how businesses interact with their customers. It provides an efficient and convenient way for businesses to interact with customers and help them get the answers they need quickly. From omnichannel solutions to improve the customer experience to AI-powered training to produce amazing agents, digital customer service can be implemented almost anywhere. In this article, we will take a closer look at what digital customer service, why it's becoming so important, and how you can firmly step into the digital age with the use of a trusted partner. 

What is digital customer service exactly?

Digital customer service is an umbrella term for a variety of customer service channels, including web chat, email support, social media response, and live video chat. In essence, digital customer service allows customers to connect with businesses in a way that is convenient and efficient while from the business side the agents are being supported and empowered by the latest of tech.

This type of customer service combines traditional modes of communication - like phone calls and emails - with more modern means of communication like instant messaging apps and social media. Digital customer service also combines the old and the new in how the call center itself operates. On one hand you have your classic agent and some type of communication channel, but they are supported by chatbots, AI, databases, automation, optimization of routing, et cetera, et cetera.

Additionally, digital customer service offers businesses the opportunity to collect valuable data about customers' experiences and interactions with their products or services in order to optimize their offerings and better meet customer expectations in the future. That means that when done right, digital customer service can provide a tailored experience that meets the customer's needs.

What is the value of digital customer service for businesses?

In short, it provides competitiveness, high CSAT, lower costs, higher efficiency. 

The longer answer is that digital customer service is essential for businesses to remain competitive in today’s market. By providing customers with easy access to resources and a direct line of communication, businesses can ensure they are providing the best possible customer experience and staying ahead of the competition.

Moreover, digital customer service can help save time and resources as customers can resolve issues quickly and without having to rely on long wait times or phone calls. As such, it is an invaluable tool that enterprises must use in order to provide the best possible customer experience. From self-service tools like chatbots to automated support systems, the possibilities are endless. 

What is the value of digital customer service for customers?

It’s important to try to look at customer service operations from the customer’s point of view. They don’t think about systems or AI or databases. They just imagine a person on the other side that will, hopefully, be able to take care of their problem. With digital customer service what they see is a knowledgeable, highly competent and fast agent that solved their issue in the blink of an eye.

With digital support, customers get the assistance they need quickly and efficiently - right at their fingertips. With instant access to knowledgeable staff, responsive communication, and personalized support, digital customer service gives customers a hassle-free way to resolve issues and ensure satisfaction in all aspects of their experience with a brand.

Digital customer service also has the power to make customers feel valued and respected by businesses. By engaging in real-time conversations, customers are able to get answers to their questions faster than ever before all without having to wait on hold or fill out long forms. Customers can also provide feedback quickly and easily with digital support services, which helps businesses better understand and meet their needs while also giving customers the feeling of being listened to. 

Don’t know where to start with digital customer service?

We know that digital customer service sounds like an amazing way to transform your CX into something new and exciting, but there’s a catch. Like any type of system if implemented incorrectly it can actually have an adverse effect on CSAT and efficiency. 

At Transcom, we understand how hard it can be to get started with digital customer service. That’s why we are committed to helping our clients create an effective and efficient digital customer service strategy. We have a range of services available that can help businesses get the most out of their digital customer service initiatives.

We provide support for a variety of platforms, from email and chat to social media and beyond. Our team is knowledgeable in all aspects of digital customer service, so businesses can trust that their customers will receive the quality help they need. We also offer training and consulting services to ensure our clients have the necessary skills and expertise to provide an excellent service experience for their customers. 

Apart from that it’s easy to get spoiled for choice and not know where to start because it all seems to carry so much potential. Either that or everything seems equally as important to implement first. That’s why you need a trusted digital transformation partner. Someone that knows what they’re doing due to their decades of experience in the field. Someone like Transcom.

So, where would we start

Step into the future.

With our AI advisory services, it's easy to keep your business as modern as can be.

AI advisory services.

AI advisory services are revolutionizing the way businesses interact with customers. By utilizing machine learning algorithms, AI-driven customer service solutions can process data quickly and accurately, making for a more efficient and cost-effective customer experience. Transcom is at the forefront of this revolution, providing our clients with tailored digital customer service solutions that leverage the power of Artificial Intelligence. 

The first thing that we would do is to begin by analyzing your existing operation to see what would benefit the most from digital transformation. We would start by doing a data analysis and defining a roadmap of possible changes and improvements. After that phase it’s off to a meeting with our advisory team to hash out the first steps. They’re experts in the field with over 300 successful digital transformation projects and over 3000 digital solutions implemented for our brilliant clients. 

Business-focused solutions.

We strive to provide businesses with the best customer service solutions available. As digital solutions have become increasingly important for many industries, we have developed a range of business-focused digital solutions that are designed to meet your needs and exceed expectations. Our digital support services involve using the latest technologies and tools to ensure that your agents can complete their work quickly and efficiently and that your business can thrive. 

From analyzing your agents to improving their performance and supporting them in any way we can, our digital solutions are designed to help you improve customer experience, engagement, and satisfaction. By focusing on customer-centric solutions, we provide businesses with the most effective support possible. With Transcom's digital support services, you can rest assured that your customers are getting the attention they deserve. 


As more companies shift to digital customer service models, they are utilizing voice and text analytics to measure agent performance. Analytics offers insights into the customer experience by analyzing conversations between agents and customers. This data can be used to identify areas of improvement in an agent's technique, as well as to identify any irregularities or outliers among the team that could indicate training or coaching opportunities. Additionally, voice and text analytics can be used to compare agents against each other in order to identify best practices and share them throughout the team.

Analytics also enable companies to measure customer satisfaction with their services more accurately than ever before. By analyzing conversations between customers and agents, companies can quickly identify areas of dissatisfaction that need to be addressed. Furthermore, this analysis can be used to create customer satisfaction indices that are tailored to specific industries or services.

Finally, voice and text analytics can detect patterns in customer behavior that might indicate any problems with the company's services or processes. This data can then be used to refine and improve upon existing customer service models and strategies. 


The customer service industry faces two main and major problems. The first one is the cost of training new agents. You have to spend time and money in order to prepare candidates as best as you can so that they are ready and able to help your customers as best as they can. This process, as we all know, is very costly. 

Something that doesn’t help this fact is the high level of attrition that the BPO industry faces. Call centers can go through thousands and thousands of agents, and each new agent is an additional expense. The solution to this would be to have agents that don’t quit. And the answer to that is to prepare them for the realities of the work better than before.

Infographic showing what steps can be taken to digital customer service.

That’s where ADA comes in. Our Agent Development Accelerator is here to help you more successfully train better agents and do it fast. ADA is our AI-powered customer simulator that’s able to produce very nuanced and complex personas with very specific end goals that aren’t immediately apparent. This means that your agents can skip roleplay in their training and basically jump straight into real problems and conversations but without any of the real-life repercussions if they happen to do badly.

As if ADA didn’t sound good already it also sports robust analytics tools that can help you find exact painpoints in your agent’s performance. Meaning that it can be used not only to create amazing agents but to also improve your existing ones.

Employee engagement and performance.

Fear not, we’re not about to forget about your agents and leave them hanging after all of the analysis and training. We believe that consistent and regular feedback is key to agent success. That’s why we use platforms such as T:Perform. It’s here to provide managers and team leaders with a tool to provide agents with feedback, care, coaching, and recognition by transparently tracking performance.

Tools such as this lead to a better agent experience which, in turn, leads to both increased agent satisfaction and customer satisfaction. We have also designed our performance tools to be viable in both office and work-at-home situations. 

Customer-focused solutions.

At Transcom, we understand that customers today expect fast and reliable digital customer service. That's why we strive to provide our clients with the most innovative digital solutions available. Whether it’s a chatbot or an online support system, our experienced team of professionals can create a customized solution tailored to your needs. 

We want to ensure that your customers receive the best possible service and that their queries are handled quickly and efficiently. Our solutions focus on providing customers with a seamless customer experience, making sure that they can find the information they need or get their questions answered in an easy and convenient way. We are dedicated to delivering exceptional digital support services, so you can rest assured that your customers' needs will be met with ease. With Transcom's customer-focused solutions, you can be sure that your customers will receive the best possible digital support 24/7. 


The thing that has changed the most about customer service is that customers set the channels through which they want to contact you. It used to be only via telephone. That soon expanded to email and chat. Now customer service channels are present on instant messaging apps and social media.

The issue here is that when you have all these channels it is easy to create a chaotic environment where channels work independently. This means that customers can contact you on one channel, explain their issue, and then later contact you on another channel and have to repeat the process. That’s why a multichannel approach can sometimes lead to lower CSAT than a singlechannel approach.

To battle this Transcom has created an omnichannel approach that combines the versatility of multichannel with the clarity of data of singlechannel. This system allows agents to view the conversation and query history of a customer at a glance which means less time spent waiting on line for the customer and faster problem problem resolution.

Automated Translation.

Another way to provide 24/7 customer support is by using translation. Tools like Transcom’s AI-powered translation solution - Automated Translation - are a lifesaver. Automated Translation gives your agents the superpower of omnilinguality, that is, the ability to speak any language. How?

By utilizing the power of AI we provide your agents with near-instant translation in over a hundred languages, and with an accuracy of 97% your customers will be none the wiser that they aren’t speaking with a native speaker. All of this leads to higher CSAT because it has been proven that customers highly value being able to use their mother tongue when communicating with customer support. 

Another amazing thing about Automated Translation is the fact that it can do this in both text and voice by using AI voice models. This means that it can be integrated into your agents’ workflow without issue because it does everything with a single click and that it can be easily integrated into your omnichannel strategy due to it’s versatility and ability to provide transcripts of conversations so that your agents don’t have to remember details or ask the customer to repeat them.


There is also a way to help your customers without using agents. This way also decreases the load on your agents, provides fast resolution, increases first resolution rate, and improves customer satisfaction all at the same time. This tool is chatbots. 

A well-implemented chatbot can help customers with their more simple queries and questions which frees up your agents to work on more complex tasks. This also increases agent satisfaction because they don’t feel like they’re wasting time on menial tasks.

Apart from this chatbots also improve routing by connecting the customer to the perfect agent for the job. This further improves CX and CSAT which makes everyone happy. 

In conclusion.

The arrival of digital customer service has revolutionized how businesses interact with their customers. By providing lightning-fast responses and 24/7 support, customers are able to quickly resolve their issues and feel more satisfied with the overall service they receive. Digital customer service also allows for improved analytics capabilities, helping businesses understand their customer base better and make more informed decisions. This is all well and nice but without the guidance of a trusted partner like Transcom it can have a severe adverse effect on your business. This being our expertise we would be thrilled to work with you and to help you on your way to brilliance.