Digital Customer Service - Transforming Customer Experience for an On-Screen World

Digital Customer Service is the new standard for creating a 5-star customer experience
 
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent.
 
Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service--as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.
 
Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities:
* Creating an excellent experience for customers that increases customer loyalty and profitability
* Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions
* Moving quickly toward the goal of "digital transformation"
 
We have discovered--in our research and our first-hand experience--that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Sommario

Foreword by Corrie Carrigan
 
Preface: Now It's Our Turn
 
Section I: The Problem With Customer Service and the Digital Opportunity
 
Chapter 1: The Win-Win-Win-Win
 
Customer Service At An Inflection Point
 
The Difference Between "digital customer service" and DCS
 
Two Very Different Experiences
 
Story: "Phone" and "Voice" Aren't The Same Thing
 
Win #1: The Benefits of DCS For Companies
 
Win #2: The Benefits of DCS For Customers
 
Win #3: The Benefits of DCS For Agents
 
Win #4: The Benefits of DCS For Service Executives and Leaders
 
Customers Have Transformed, So Should Your Company
 
Key Takeaways: Chapter 1
 
Chapter 2: The Peaks and Valleys of Customer Service
 
It Wasn't Always this Way
 
Story: The Billboard
 
How Did Customer Service Become Such An Easy "Punching Bag?"
 
Customers Are Wired For Negative Reactions
 
Companies Are Wired For Efficiency
 
Cost Eats Quality For Lunch
 
Evolution of Customer Service: The "Quality Valley"
 
Key Takeaways: Chapter 2
 
Chapter 3: Digital Self-Service Changed Things Forever
 
The Citi Never Sleeps
 
From Migration to Expectation to Demand
 
Never Going Back Again
 
Story: Three Sad Faces
 
Evolution of Customer Service: The Digital Self-Service Explosion
 
Why The "Bolt-On" Approach Doesn't Cut It Anymore
 
Social Media: Salt in the Wound
 
Evolution of Customer Service: The "Expectation Valley"
 
Key Takeaways: Chapter 3
 
Section II - DCS Terminology Overview
 
Chapter 4: The 3 OnScreen Pillars Of DCS
 
Climbing Out of the Valley of Expectations
 
Evolution of Customer Service: The Inflection Point
 
DCS Defined
 
OnScreen Communication
 
OnScreen Collaboration
 
OnScreen Automation
 
OnScreen Collaboration: Getting On The Same Page
 
DCS in Action: CoBrowsing Creates Major Efficiency Improvements
 
Digital-Also vs. Digital-Only vs. Digital-First
 
How to Build a Business Case for DCS
 
Added Bonus: DCS is More Secure
 
Get Your Agents To Stop Asking This One Question
 
Key Takeaways: Chapter 4
 
Section III - DCS Transformation Overview
 
Chapter 5: The Process - A Step-by-Step Guide
 
Put It On The Screen
 
"Cooking Up" The Ideal Digital Service Strategy
 
Step 1: Get the Right Ingredients
 
The Digital Customer Service Journeys Grid
 
The "Secret Ingredient": OnScreen Voice
 
So, Do You Still NEED a Phone Number For Customer Service?
 
Step 2: Learn Which Dishes People Like Best
 
Digital Self-Serve Inventory (2x2)
 
New Ways Of Learning About Customer Behavior in Self-Service
 
Step 3: Serve Your Best Dishes Consistently
 
Virtual Assistance vs. Live Assistance
 
Journeys Based On The "Process" Not The "Person"
 
Earning Your Michelin Stars
 
Key Takeaways: Chapter 5
 
Chapter 6: The People - Empowering Agents, Leaders and (even) Bots
 
From Call Center to Contact Center to "Collaboration" Center
 
The Evolution of Role Expectations
 
The Agents: Rise of the "Superagent"
 
What IS In It For Your Team?
 
What Does The Term Customer Service "Rep" Mean in DCS?
 
Story: AHT vs. THT
 
The Leaders: Retaining and Attracting the Best People
 
The Hiring Profile of Agents in a DCS Environment
 
Sample "Situational Interview" Questions
 
The Bots: Humans and Machines Working As

Info autore

RICK DELISI has been researching customer service and customer experience for the past two decades. He is the co-author of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review. Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting. DAN MICHAELI is CEO and Co-Founder of Glia, the New York-based technology company that has become an industry leader in Digital Customer Service. The Glia platform helps businesses reinvent how they support customers in a digital world. He is an award-winning speaker who has been a contributor to numerous publications including Forbes.

Dettagli sul prodotto

• Autori: Rick DeLisi, Rick Michaeli Delisi, DeLisi Rick, Dan Michaeli
• Editore: Wiley, John and Sons Ltd
• Lingue: Inglese
• Formato: Copertina rigida
• Pubblicazione: 03.09.2021
• EAN: 9781119841906
• ISBN: 978-1-119-84190-6
• Pagine: 256
• Categorie: Scienze sociali, diritto, economia > Economia > Management; Kundendienst, Business & management, Wirtschaft u. Management, Unternehmenstechnologie, Business Technology