Digital-first customer service solutions emerge as their own software category
Summary
They expect you to value their time, to make engagement easy, and to deliver answers and resolutions in a highly personal manner and in the context of their actions and journeys. Your customers use self-service as a first point of contact with a company and turn to digital agent-assisted service to resolve issues and get answers to questions. The pandemic has accelerated these trends as companies look to move phone inquiries to more automated and digital channels. Since the first days of the pandemic, companies continue to report very long wait times (sometimes upwards of hours) for customers to connect with an agent. As digital engagement increases: Theres no single customer service solution that serves all sizes of organizations, all industries, or all business models.