Trends Report

Why And How To Be Digital First For Customer Service

June 19th, 2020


Customers increasingly self-serve and use digital engagement channels for customer service both before and after purchase. Customer service organizations must deliver context-driven interactions that precisely target visitors and customers at the right points in their journeys to educate and help them in their moments of need; these capabilities typically go beyond the scope of CRM vendors’ current offerings. Digital-first customer service solutions are emerging as a separate category from traditional customer service solutions; they blend automated and human assistance as well as deliver contextual experiences personalized via behavioral and customer data. Customer service leaders should read this research and the related reports before choosing a solution; book an inquiry for further help with this crucial decision.

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