What Is The Future Of Digital-first In Customer Service?

The digital-first in customer service is what today’s users expect: interact with them where they are, in the channel they want and in real time. Are call centers up to date in the field of digitalization?

Without a digital customer service strategy, users are at the receiving end of a ‘busy’ signal, or a telephone off-hook, that is, without personalized attention. And with so many options available, the user will go to another company if it is difficult to connect digitally with one in particular.

Organizations that are not yet interacting with users digitally are lagging behind. Moreover, they run the risk of gaining a bad reputation for poor service and start losing users.

How Is The Future Of Digital-first In Customer Service?

This is the forecast of companies with cloud contact centers that innovate and evolve:

• Offer exceptional service on digital channels that users expect, including Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, email and live chat.
• Manage a new “push / pull” paradigm for natural handling of real-time interactions (e.g. voice / chat) and digital messaging in an intelligent inbox that eliminates the silos of digital agents.
• Implement unified platforms for the complete management of digital services in call center operations.
• Promote the ability to connect dynamically with each user based on their preferences and transform their experience, while using artificial intelligence and analysis to continuously improve omnichannel-related services.

According to experts, digital participation in platforms such as WhatsApp, Twitter and Facebook Messenger is essential. It is what users expect. In this next generation of customer service, companies of all sizes can easily implement and execute intelligent digital conversations that exceed users’ digital expectations.

Likewise, it will be essential to eliminate the barriers that historically slowed the digital revolution of the user experience, making it the most intelligent and complete customer service platform for all channels.

In conclusion, today’s users expect to interact with companies on a multitude of digital channels, in real time and from anywhere.