Touchpoints - opening up new channels for customer service
In customer service, companies and customers pursue the same goal: to find the right answer to a problem. And to do so as quickly as possible. Digitalization is opening up new ways to achieve this goal, such as chat tools, chatbots, automation solutions, video calls, remote services, augmented reality and virtual reality, and online contact centers. Many of these technologies are available to customers around the clock. It is still necessary to provide customers with personal contacts via familiar communication channels, such as e-mail and telephone.
Experience shapes expectations
At the same time, customers' expectations are rising. Positive and negative service experiences in the private environment shape expectations of excellent service in the professional environment. Experiences that are particularly good stick; they are communicated. Unfortunately, so do bad experiences. Everything in between is quickly forgotten.
Companies are therefore faced with the challenge of serving all relevant touchpoints and channels as cost-effectively as possible while at the same time offering excellent service on all channels. This improves customer satisfaction and creates long-term customer loyalty.