Digital Customer Service DCS Edu Ppt

Slide 4

This slide showcases the definition of digital customer service. It also contains details of major tools used to provide digital customer service such as messaging, voice, AI-bots, screen share, video, social, and co-browsing.

Slide 5

The purpose of this slide is to highlight the importance of digital customer service (DCS) for both customers and businesses. The DCS importance for customers is that it is convenient and quick. As far businesses are concerned, it helps enhance customer experience at low labor cost.

Slide 6

This slide tabulates the difference between traditional and digital customer support based on multiple parameters such as power, approach, support type, and customer data.

Slide 7

This slide highlights the major factors for digital transformation in customer service. The key change drivers are increased mobile users, self-service demand, developments in AI, and fierce competition.

Slide 8

The purpose of this slide is to highlight the major statistics associated with the digital customer service.

Slide 9

This slide showcases the results of the study undertaken to compare the customer stratification level using traditional and digital customer service.

Slide 11

This slide provides information regarding the definition of the digital customer journey. It also includes details of why to focus on it.

Slide 12

This slide showcases the critical focus areas to achieve digital customer experience excellence, such as channel flexibility, reachability, service convenience, purchase convenience, easy of use, and personalization.

Instructor's Notes:

Key Areas to Focus on to Achieve Digital Customer Experience Excellence:

·      Channel Flexibility: The customer service team should be able to switch across multiple digital channels (omnichannel) to serve customers seamlessly

·      Reachability: Digital channels shall be 24*7 accessible to customers to resolve their problems, and information available should be consistent across multiple channels

·      Service Convenience: Digital channels must have the ability to provide quick and live support to customers, especially on mobile devices

·      Purchase Convenience: Digital channels must have the capability to conduct safe end-to-end transactions

·      Easy to Use: Digital channels must have an intuitive design and simple navigation

·      Personalization: Customer service agents should utilize customer data to provide a personalized experience

Slide 13

This slide showcases the multilevel digital experience maturity model for business organizations. The key levels highlighted in the model are available, caring, engaging, and driving

Slide 15

This slide provides information regarding the multiple channels that are used to provide digital customer service, such as email, live chat, social network, messaging, mobile apps, and forums.

Slide 16

This slide provides an overview of the founding pillars of digital customer service that are on-screen communication, on-screen collaboration, and on-screen automation.

Slide 17

This slide provides information regarding multiple forms of on-screen communication used in digital customer service such as chat and messaging, messaging via social media, messaging via SMS, messaging via email, on-screen voice (digital), on-screen voice (callback), video chat, and near-screen phone.

Instructor's Notes:

The major forms of on-screen communication are:

·      Chat and Messaging: Real-time text-based messages that are exchanged through the company's primary website, portals, and mobile app

·      Messaging via Social Media: Real-time text-based messages that are exchanged through the company's presence on third-party social media tools such as Twitter, Instagram, WhatsApp, etc.

·      Messaging via SMS: Text-based messages exchanged through a mobile device's native texting platform

·      Messaging via Email: Text-based messages exchanged through an email client

·      On-screen Voice (Digital): Real-time verbal conversations launched from within the company's primary website, portals, or mobile app

·      On-screen Voice (Callback): Real-time verbal conversations launched from within the company's primary website, portals, or mobile app in which the customer inputs their number and receives a callback

·      Video Chat: Real-time video conversation through the company's primary website, portals, or mobile app

Slide 18

This slide showcases the multiple approaches for on-screen collaboration with the customers, such as live observation, co-browsing, screen sharing, and file sharing.

Instructor's Notes:

The multiple techniques for on-screen collaboration are:

·      Live Observation: To track the customer's real-time browsing behavior (such as time spent on the page, scrolling, clicking, etc.) on the company's website and mobile app

·      Co-browsing: To collaborate with the customer in real-time using dual cursors on the company's website or mobile app

·      Screen Sharing: To have complete access to the customer's system using third-party control applications such as screen share

·      File-Sharing: To securely scan and share files using a secured messaging platform

Slide 19

The purpose of this slide is to provide information regarding multiple on-screen automation options such as visual authentication, chatbots, invitations to interact, and pop-up messages.

Instructor's Notes:

The multiple on-screen automation options are:

·      Visual Authentication: Automated verification of the customer identity using a single sign-on

·      Chatbots: Automated replies to the customers' inquiries

·      Pop-up Messages: Automated informational or promotional dialogue boxes based on customer behavior data

·      Invitations to Interact: Automated invitations for a customer to connect with a service agent

Slide 21

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 22

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

Slide 23

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

Slide 24

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

Slide 25

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

Slide 27

This slide provides information regarding the definition of social media listening. It also includes details of usability of social media listening in customer support by responding to requests, handling bad experiences, managing feedback.

Instructor's Notes:

Social Media Listening can be used in customer support in the following ways:

·      Responding To Requests: Helping customers on social media by resolving their queries to provide quick customer support

·      Handling Bad Experiences: Taking early measures to resolve customer complaints to prevent escalations and effectively controlling the situation

·      Managing Feedback: Enhancing customer loyalty by not only handling bad experiences, but also reposting and sharing their positive experiences

Slide 28

This slide provides tips for providing good customer service digitally using social media, such as having dedicated channels, drafting social media guidelines, always responding, preparing prebuilt templates for quick response, and making conservations private.

Slide 30

This slide depicts the summary of customer service digital customer service (DCS) session.