{"id":17677,"date":"2022-05-04T05:55:48","date_gmt":"2022-05-04T05:55:48","guid":{"rendered":"https:\/\/proskillssaudi.com\/?p=17677"},"modified":"2022-05-04T05:55:48","modified_gmt":"2022-05-04T05:55:48","slug":"digital-first-customer-service-the-importance","status":"publish","type":"post","link":"https:\/\/proskillssaudi.com\/tr\/digital-first-customer-service-the-importance\/","title":{"rendered":"Digital-first customer service: The importance of offering unique service experiences"},"content":{"rendered":"

Digital-first customer service: The importance of offering unique service experiences<\/h1>\n

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The role of\u00a0customer service<\/a>\u00a0in a customer\u2019s end-to-end journey has become so much more than addressing concerns and resolving issues. Service is now an integral part of the entire\u00a0customer experience (CX)<\/a>\u2014from initial inquiry to product purchase, usage, and support.<\/p>\n

Consumers\u2019 expectations of the brands they choose are also transforming. According to a survey from\u00a0Five9<\/a>, 83% of the decision makers surveyed agreed that the customer service experience is of the utmost importance for retaining customers and overwhelmingly (99%) agreed that customer service is important and vital for their businesses.<\/p>\n

In this third installment of our blog series on\u00a0digital-first service<\/a>, we\u2019ll explore the need to keep pace with these changing consumer expectations by offering truly unique customer service experiences.<\/p>\n

Unique service experiences are key to a successful digital-first service strategy<\/h2>\n

Given the new scope and significance of service, a customer\u2019s interaction with the service department will likely be the most common\u2014and most important\u2014engagement for a brand. As a result, delivering digital-first service experiences that are unique and personalized to the customer is becoming a necessity\u2014one that\u2019s more within reach than you might expect.<\/p>\n

Unique customer service doesn\u2019t equate to concierge-level service for each customer or brainstorming a new solution for every problem. It all comes down to leveraging data to truly understand your customers.<\/p>\n

Every business has access to a wealth of data obtained by sales, service, marketing, supply chain, and more. Break down your data silos and leverage that information to define your customers\u2019 needs, interests, previous pain points, conversational styles, and channel preferences. From there, create and orchestrate service processes to help you enable unique experiences\u2014ultimately resulting in happy and loyal customers.<\/p>\n

For example, track web browsing data to improve a potential customer\u2019s learning and inquiry experience by guiding them back to their desired webpage when they return days later. Track the shipping status of a customer\u2019s order and immediately inquire if the package arrived as expected when they log in on your site following delivery. Or place customers into segments to receive tailored service experiences based on situational context, such as an approaching winter storm or their recent establishment of a payment plan.<\/p>\n

Three ways you can facilitate unique service experiences with Oracle Service<\/h2>\n

Oracle Service<\/a>\u00a0enables your organization to deliver unique service experiences. With features like\u00a0Agent Insights<\/a>,\u00a0Digital Assistant<\/a>, ve\u00a0a direct Oracle Unity integration<\/a>, Oracle Service can help you:<\/p>\n

1. Empower your employees with a single, dynamic view of the customer<\/h3>\n

Our modern agent portal gives agents\u00a0actionable insights from real-time customer intelligence<\/a>\u00a0to drive personalized service. They can seamlessly leverage AI to identify next-best actions and provide a unique experience for each customer.<\/p>\n

2. Deliver persistent customer intent<\/h3>\n

Use\u00a0data from a customer\u2019s history<\/a>\u00a0to predict what they\u2019ll try to achieve during their next interaction with your brand\u2014and distribute that information across all channels (digital self-service or assisted service) to make the experience as easy as possible. For example, if your hotel guest is scheduled to leave today, set all service channels to bypass the standard service flow and instead ask them about their interest in a late check-out.<\/p>\n

3. Personalize interactions with modern assisted-service channels<\/h3>\n

Provide access to\u00a0digital channels<\/a>\u00a0that consumers expect like live chat, social messaging, and SMS. For even more personalized service, offer high-touch visual engagement options like video chat and screen co-browsing.<\/p>\n

Unique customer service is just one way for organizations to stay competitive and meet modern consumer expectations with digital-first service experiences. To learn more about Oracle\u2019s latest vision for delivering holistic brand experiences with service, check out the previous installments in our blog series and stay tuned for the next post on enhancing your CX with hyper-convenient service.<\/p>\n

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