Listen as Glia's SVP of Marketing, John Fernandez, and Corrie Carrigan, Partner and Contact Center Practice Leader at Bain & Company discuss the evolution of customer service. Carrigan has a lifetime of experience in the customer service industry and also wrote the foreword to the book Digital Customer Service: Transforming Customer Experience for an On-Screen World.
This video is from the session "Customer Service Runs in my Blood" at Digital Customer Service Summit 2021, hosted by Glia. During the session, Carrigan shared some eye-opening statistics that underscore how critical Digital Customer Service (DCS) and related processes are today. The desire to speak with a live human during a moment of truth is 7 times higher, showing the importance of a clear escalation path for customers in a digital journey. To validate that, she noted that the Net Promoter Score (NPS) takes a 58% hit when a customer is forced to dial a phone number from within a digital channel. She also pointed out how companies often focus on the automation side of DCS, often overlooking the communications and collaboration piece of the equation.
Digital Customer Service (DCS) is a solution that enriches customer touch points on web, mobile or phone calls with: communication choices (from messaging to video chat), OnScreen collaboration and personalized experiences. To learn more about how DCS can enhance your customer service delivery, request a personalized demo today.