Trends Report

Three Lessons Learned From The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

July 27th, 2020

Summary

Digital-first customer service solutions comprise a category separate from traditional customer service solutions. Digital-first solutions best fit companies that field a high volume of simple, repetitive, and transaction-oriented service inquiries. Vendors of digital-first customer service solutions target different deployment sizes, industries, and usage scenarios. Users of digital-first customer service solutions expect more from reporting. They want to quantify agent utilization and productivity and use them as inputs to optimize digital agent workforces. Organizations can quickly deploy digital-first customer service solutions to modernize or transform current customer service operations. This is because solutions can overlay existing infrastructure, quickly extending its functionality.

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