Читать книгу Digital Customer Service - Rick DeLisi - Страница 21

Throughout the book, we will share a number of stories based on the firsthand experiences of companies that are transforming their service operations to DCS. Here are a few highlights:

 CoBrowsing creates major efficiency improvements. We'll reveal the details of a company that has seen the mix of customers using phone-first vs. digital-first flip from 80/20 to 20/80 in the span of a year, greatly reducing their service costs.

 DCS offers a differentiated service experience. An organization discovers that seamless “DCS experiences” score as well (or better) for CSAT and NPS than live in-person interactions.

 AI management makes agents more efficient. With basic chores like authentication, issue diagnosis and accessing customer information all handled automatically by bots, average “agent time per interaction” at one organization was reduced by up to 5 minutes for some processes.

And while the cost of implementing DCS is based on vendor selection and other variables, it is substantially less than the savings most companies are achieving even in their first year of transformation.

WINNER = Company