Читать книгу Digital Customer Service - Rick DeLisi - Страница 18

 Greater operational efficiency

 Increased online conversion rate

 Higher CSAT, NPS, and lower customer effort

In customer service, the battle between cost and quality has always been assumed to be a zero-sum equation – whatever you give to one side, must be taken from the other.

And in the analog world – the one in which customer service was built on a phone-first platform then got gussied-up with a few digital ornaments just to keep up with the times – at best, most companies attempt to balance the two outcomes. This can feel like an unending struggle.

But if a primary goal for any company is to acquire, retain and grow its customer base, the most significant benefit of a DCS service model is that it creates the ideal loyalty-boosting experience for customers, while also reducing operating costs.

That's like having your cake, eating it too, and losing weight in the process!