The Pillars Of An Effective Digital Customer Service Edu Ppt

Slide 2

This slide provides information regarding the multiple channels that are used to provide digital customer service, such as email, live chat, social network, messaging, mobile apps, and forums.

Slide 3

This slide provides an overview of the founding pillars of digital customer service that are on-screen communication, on-screen collaboration, and on-screen automation.

Slide 4

This slide provides information regarding multiple forms of on-screen communication used in digital customer service such as chat and messaging, messaging via social media, messaging via SMS, messaging via email, on-screen voice (digital), on-screen voice (callback), video chat, and near-screen phone.

Instructor's Notes:

The major forms of on-screen communication are:

·      Chat and Messaging: Real-time text-based messages that are exchanged through the company's primary website, portals, and mobile app

·      Messaging via Social Media: Real-time text-based messages that are exchanged through the company's presence on third-party social media tools such as Twitter, Instagram, WhatsApp, etc.

·      Messaging via SMS: Text-based messages exchanged through a mobile device's native texting platform

·      Messaging via Email: Text-based messages exchanged through an email client

·      On-screen Voice (Digital): Real-time verbal conversations launched from within the company's primary website, portals, or mobile app

·      On-screen Voice (Callback): Real-time verbal conversations launched from within the company's primary website, portals, or mobile app in which the customer inputs their number and receives a callback

·      Video Chat: Real-time video conversation through the company's primary website, portals, or mobile app

Slide 5

This slide showcases the multiple approaches for on-screen collaboration with the customers, such as live observation, co-browsing, screen sharing, and file sharing.

Instructor's Notes:

The multiple techniques for on-screen collaboration are:

·      Live Observation: To track the customer's real-time browsing behavior (such as time spent on the page, scrolling, clicking, etc.) on the company's website and mobile app

·      Co-browsing: To collaborate with the customer in real-time using dual cursors on the company's website or mobile app

·      Screen Sharing: To have complete access to the customer's system using third-party control applications such as screen share

·      File-Sharing: To securely scan and share files using a secured messaging platform

Slide 6

The purpose of this slide is to provide information regarding multiple on-screen automation options such as visual authentication, chatbots, invitations to interact, and pop-up messages.

Instructor's Notes:

The multiple on-screen automation options are:

·      Visual Authentication: Automated verification of the customer identity using a single sign-on

·      Chatbots: Automated replies to the customers' inquiries

·      Pop-up Messages: Automated informational or promotional dialogue boxes based on customer behavior data

·      Invitations to Interact: Automated invitations for a customer to connect with a service agent