Читать книгу Digital Customer Service - Rick DeLisi - Страница 35

 Everyone comes out a winner. The transformation to DCS creates benefits for all – for companies, their customers, their service teams, and those who lead them.

 Don't focus on channels; the goal is seamlessness. DCS isn't about adding new digital channels to service, it's about creating digital customer journeys that move customers from self-service to agent-assistance in ways that are seamless and effortless for both the customer and the agent.

 You must meet your customers where they are (x3!). While DCS enables customers to contact a company any way they like, it also meets them in two other ways: in the middle of the journey they have already started, and within their own personal transformation to living in an on-screen world.