In the last year, the time we spend online has increased manifold, especially when it comes to education, business and shopping. Such a change necessitated the adaptation of the business and the way in which they provide customer support. These transformations are also accompanied by different expectations of the customers themselves from brands.
The increase in digital communication has resulted in customers now expecting greater transparency, a wealth of information, the ability to reach brands through different channels and at any time, as well as faster and more personalized responses. To solve new challenges, many companies are turning to digital solutions and adapting their existing solutions to new requirements.
Companies that have embraced digital transformation are 26% more profitable than their competitors, while 82% of high-performing companies report paying close attention to improving the online customer experience ( source: superoffice ).
Digital tools such as customer service solutions, live chat and online help centers can help customers always have a touch point – no matter where they are and when they want to contact a brand. Such tools help in providing consistent and timely information and answers.