Читать книгу Digital Customer Service - Rick DeLisi - Страница 24

One major source of high-effort service experiences is any situation in which a customer has to “switch channels” within one resolution journey. Most typically, that's when a customer starts online but at some point has to also call the company on the phone. In DCS, that never happens. Any transition between self-service, bot-assisted service and agent-assisted service occurs right on the customer's screen with no additional effort.