Today’s customers engage on digital with varied expectations. While one customer may want a seamless chat interaction, the other expects an all-encompassing virtual experience. Digital has, and will continue to evolve as customer expectations change. Regardless of their preferences, however, is the need for accessible resolutions and seamless support.
As customers engage across new channels, organizations must ensure they are prompting agents with the most relevant and accurate information to promote a more seamless experience. In the digital age, customers are no longer willing to tolerate disconnected chat experiences, robotic repetition and unnecessary escalations.
The key to satisfying all customers, then, lies in consistency and autonomy across the end-to-end journey. Great messaging and chat experiences are powered by insight, context and intuitive technology. If companies want to empower their customers to engage effectively on digital, they must focus on connecting channels and driving communication across CX platforms.
This guide will uncover:
- The current state of messaging and chat experiences
- Critical research on the greatest points of friction impacting digital channels
- Actionable takeaways on optimizing the digital experience and solutions to promote operational efficiency