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  • Writer's pictureSharon Holland

Building a Digital Transformation Strategy For Customer Service

Updated: Sep 30, 2023

Digital transformation for customer service

Digital transformation takes a customer-driven, digital-first approach into businesses to create efficiencies across each and every department. With the rise in customer expectations and the need for instant and personalised responses it has meant that customer services is at the forefront of digitisation – driven by the customer as much as the business itself.

Digital Transformation Strategy

Many businesses state that improving customer experience and satisfaction is what drove them to begin their digital transformation journey. But when it comes to something so important, the planning and strategy of your step by step digital journey are vital. So below we highlight some key areas to consider when developing your digital transformation strategy.

1. Unified and Consistent Customer Service

It has long been accepted that communication is key in business. Technology enables departments (customer services, sales, marketing, support) to collaborate and share data better than ever before, providing insight to departments and a more personalised service to the customer. It is not just about providing the best service for each channel a customer uses to contact you. It is also about making sure that what channel they use, whenever they use it, they get a consistent service and consistent information. Automation and data sharing contribute to greatly to providing the back-end when you want to provide an omni-channel contact centre.

2. Data Online

Storing data online makes it easy to locate the information you want at any time, from anywhere. It also gives customers their own access to certain information or the ability to perform certain tasks, through self-service without the need for intervention from customer services.

3. Automation

Automation can be a game changer, both internally and externally. Pay bills, checking balances, booking appointment and finding information can all be handled by a chatbot or virtual assistant. Automation can also improve internal processes, freeing internal staff and agents from the boring and monotonous tasks. Automation has become a part of life and not only do customers not mind, Accenture found 84 percent preferred automated phone calls and messages over human interactions. The priority for customers is achieving their goal as quickly as possible.

4. A Tailored Experience

Access to user data quickly and easily enables businesses to provide a tailored, personalised service to the customer or even potential customer. You can tailor you content and services at any point in the customer journey.

5. Identify Customers

As we have already seen data is a fundamental building block for transformation projects. Businesses today have huge data pools to help them not only service their current customers but also help them to identify new customers. You can even create a Buyer Persona that shows geodemographics details of your standard customer, their preferences and activities. This can be used to focus on your most likely targets for new customers.

6. Provide Value

Whilst it is tempting to go for the latest widget or app to seem ahead of the game, its is vital to not get carried away when selecting new technology. Does it provide a valuable service? Does it meet both your and your customer’s needs and expectations. Is the investment worth the benefits you will receive? Make sure new technology is providing you and the customer with value and is not just a gimmick.

But if you want to know more about how Customer Service Automation can help drive digital transformation contact us or call us on 0333 6000 360.

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