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Market Research Report
2020-2021 Digital Customer Service Product and Market Report |
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| Published by | DMG Consulting LLC | Product code | 962864 | ||||
| Published | Content info | Delivery time: 1-2 business days |
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| 2020-2021 Digital Customer Service Product and Market Report | ||
| Published: September 30, 2020 | Content info: |
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This is the inaugural edition of DMG Consulting's Digital Customer Service Product and Market Report. Digital channels have become ubiquitous and are favored by customers for interacting with businesses. This Report analyzes the overall market and closely examines 6 vendors who offer digital customer service platforms. The Report is intended to provide the information that enterprise decision-makers need to select the right solution that will meet the needs of their business, now and in the future.
The COVID-19 pandemic has accelerated the digital transformation in organizations of all sizes. Enterprises that are going to emerge from the crisis and thrive in the "new normal" are those that are willing to revamp their service organizations to optimize the customer experience (CX). An essential element of delivering an outstanding CX is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital.
Customers' expectations for service are increasing, and consumers want companies to provide a variety of digital and mobile options so that they can help themselves. Consumers want the convenience of using any channel they choose to interact with a business and to pivot from one channel to another at will. Companies are expected to "follow" customers throughout their journey, regardless of channel, and to know who each customer is and keep track of their preferences during multiple transactions. Enterprises are undertaking digital transformations to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice.
Part of any digital transformation is to migrate voice-based transactions to digital channels, which facilitates automation of many aspects of the customer service process. Although voice-based support is likely here to stay, it is becoming the contact method of last resort and is still preferred for highly emotional or time-sensitive issues. Taking over dominance of the market is a new generation of artificial intelligence (AI)-enabled, digital-first contact center servicing solutions.
Digital communications have become the preferred method of communications between businesses and customers. One unique feature of conversations in the new digital era is that they can start, stop and continue when the customer chooses. This asynchronous method of communication is characterized by persistence, which enables a conversation to retain context and history even when it changes channels or even stops for a period of time. This means that customers can have an ongoing dialog with a company, seamlessly across channels over an extended period of time. The company benefits from increased brand engagement and loyalty.
The ‘2020 - 2021 Digital Customer Service Product and Market Report ’ provides an in-depth analysis of the digital servicing market. It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges. It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. The Report features 6 vendors: Glia, Helpshift, NICE inContact, LivePerson, Quiq, and RingCentral , who have already made a name for themselves in this emerging sector.
