Navigating what’s next
Many companies are finding their ability to provide customer service in traditional, agent-based ways is at capacity and unsustainable in remote work arrangements. Their business leaders can make a very strong business case for increased digital enablement. Customer expectations have changed, financial pressures are mounting, and implementing self-service processes and technology is simpler than it has ever been.
This article shares four steps for successful customer self-service initiatives and how three companies put digital service strategies into practice.
Navigating what’s next is an article series that highlights the fundamental changes service organizations need to make to drive customer satisfaction while managing operating costs in 2020.