Creating Your Digital Customer Service Strategy Edu Ppt

Slide 2

This slide highlights the implementation approaches for digital customer service in the organization. The major techniques highlighted are Digital Also, Digital Only, and Digital First.

Slide 3

This slide showcases the digital-also DCS implementation technique. It also contains details of both pros and cons of the approach.

Slide 4

This slide showcases the digital-only DCS implementation technique. It also contains details of both pros and cons of the approach.

Slide 5

This slide showcases the digital-first DCS implementation technique. It also contains both pros and cons of the approach in detail.

Slide 6

This slide highlights the 2x2 matrix for self-serve inventory for digital customer service. The four quadrants are divided on the bases of autonomy expectation and exploration preference.

Instructor's Notes:

·      Autonomy Expectation: The customer has faith that they will complete the resolution process independently

·      Exploration Preference: The customer with high exploration preference enjoys the resolution process and vice versa