This eBook addresses two trends affecting the management of customer experience: Consumer adoption of digital communications channels is growing rapidly, and customers expect near instantaneous gratification of their needs for information and service. Companies are responding to these trends by investing in digital self-service applications, but transitioning customers to them is challenging. A large percentage of customers still relies on phone support, which is costly for companies and often unsatisfactory for customers.
LivePerson proposes methods of using live digital engagement technologies to nudge customers to adopt online self-service applications and achieve proficiency in their use. This will lead to greatly improved experiences for customers and higher lifetime values and overall profitability for businesses.
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