There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation.
Much has changed. Today we can contact a company's customer service department via an app on our smart device, we can chat with either a human being or a bot on the company's website, we can send messages via social media platforms such as Twitter, and yes, we can still dial a toll-free number and access a live agent.
While that last option is still available, it is becoming more and more rare. Companies realize that “going digital” offers many benefits—not just for the company, but for the customer as well.
Today's companies are adopting digital solutions at increasing rates. However, the digital surge is not meant to coerce customers into using digital resources, but rather, to enhance the overall customer experience.
Customers value a pleasant customer service journey—one that offers resolution without long wait times, multiple transfers, or repeated calls. Companies are aware that the top of the line digital solutions available in today's market can provide customers with that exact experience—and at a savings to the company.
The better the technology, the more that customers want to use it. In fact, eventually, they prefer to use the company's digital customer service platforms rather than waste valuable time on hold waiting to either connect with a live call center agent or wait while the agent rummages around for the correct information needed to provide resolution.
Digital solutions also provide higher value, plus personalized and capable self-service resources that customers are ultimately very grateful for.
There is no denying that digital adoption is the way of the future, especially when you factor in sociological reasons. Millennials, the generation also referred to as Gen Y, are on the verge of outnumbering both Gen Xers and Baby Boomers. Millennials will soon also have more purchasing power than the two previous generations.
Gen Y feels completely comfortable with all things digital. In fact, over two-thirds of millennial females are at ease solving customer service issues without speaking to a live agent, according to a Capterra study. And over half of Millennials of both sexes enjoy being able to resolve issues on their own, without the assistance of a live call center agent. Think about those facts for a minute—the soon to be largest customer base actually prefers to interact with digital platforms over live call center agents.
When considering all these factors, plus factoring in the potential savings, it is easy to see why companies are pushing for digital solutions to resolve their clients' customer service issues.