Customer is indeed the king. In today’s market, we – as customers – have become accustomed to getting what we want. From personalised interactions and connected experiences across channels, we have set the bar high and this is no different with customer service. In fact, according to a HubSpot study, consumers are now more impatient than ever. Nearly 90% of them deem “immediate” online response (within 10 minutes) from businesses very important when they have questions. It’s no wonder live chat software is becoming increasingly important and popular among marketers and salespeople.
https://mopinion.com/live-chat-software-an-overview/
It might seem like a good idea to use email to resolve customer issues or to simply solve customer issues wherever they find you. It’s simple. It’s cost-saving. But you know what else it is? Messy and risky. Messy, because your communications with customers are all over the place. There’s not a single, unified platform to manage your customers. Risky, because you can easily overlook customers’ messages from email. While it may be unintentional, you are more likely to neglect your customer issues and lose them, which isn’t exactly good for business. Enter customer service software.
https://mopinion.com/best-customer-service-software/
Today, startups that build tools for businesses looking to automate their customer service experience and operations are being acquired by global companies.
Though they may have the necessary automation tools that may be required during the digital journey, they may not necessarily have the experience to accelerate the digital transformation itself.
User/Customer Experience (CX) is the most important element in the journey of digital transformation that every organisation should be striving to improve.
https://yourstory.com/2018/12/uxcx-important-journey-towards-digital-transformation/
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