Discover how to implement digital service effectively

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In this content, you will see:

What is digital service and why should you implement it in your company?
6 tips for implementing digital customer service effectively
1. Clarify your processes
2. Define your channels strategically
3. Centralize all channels in the same space
4. Invest in automation for digital service
5. Analyze your performance
6. Use a digital service platform
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In recent months, it has become clear how fusion database digital media is to ensure the success of any business. Due to the COVID-19 pandemic , even businesses that previously relied entirely on in-person services have begun to consider other means, including digital services.

And the positive results should continue to be apparent for a long time, even long after the pandemic is over. However, for these benefits to be reaped, it is important that the transition happens correctly and effectively. Otherwise, you may end up just wasting the company's money without improving customer service and satisfaction .

To help you better understand the subject, we will talk a little more about what digital service is and the importance of this strategy. In addition, we have separated some tips on how to implement it correctly. We bet they will help you in some way.

What is digital service and why should you implement it in your company?
Social isolation during the pandemic made it much more difficult to set up a traditional contact center, and it also made in-person customer service impossible. Therefore, in all possible cases, companies were advised to prioritize digital customer service.

However, even outside of this scenario, this modality already presents a series of benefits for the business. Among the advantages are:

Low cost support channel;
Ease of managing multiple contacts;
Integration of multiple channels ;
More flexibility of tools and methods;
Clearer customer service evaluation metrics .
If implemented correctly, this channel can significantly boost your business performance.

6 tips for implementing digital customer service effectively
Now that you understand what digital customer service is and its importance, it’s time to start implementing it. To help you, we’ve put together some tips that you can put into practice. Check them out:

1. Clarify your processes
Before integrating technology into your customer service processes, you must consider what your processes are and what role technology plays in them. Trace the path that the customer takes when they are served by the company and how it leads them to the solution they are looking for.

During your planning, keep in mind how you intend to use each service channel and what tools you will need. Based on this, you can make further estimates and use them to outline a clearer and more consistent action plan .

>>> Also check out: ideal flowchart for a service area

2. Define your channels strategically
One of the advantages of digital customer service for any business is its ability to integrate various customer service channels into its strategies. Contact by phone, social media, chats , among others, are viable options. However, you must keep in mind that each of them serves a purpose in your strategy.

A common mistake is trying to create a support center that is too broad, using too many channels that don't generate returns.

For example, investing in customer service on a social network that is not used very often by your audience can increase costs without improving service. Therefore, before deciding how you will implement it , think about the objective of each channel and how they fit into your strategy.

3. Centralize all channels in the same space
When you have many service channels, especially digital ones, it can be more difficult to manage them all correctly.

Furthermore, if a customer makes their first contact through one of these channels, it can be difficult to continue the process using others. This leads to duplicate registrations, among other issues that delay solutions for the end customer.

An important part of good digital customer service is having a way to bring all your channels under one roof. With the right tools, you can centralize information in a hub that everyone in your team can access, allowing any ticket to be easily followed up on across any channel.

4. Invest in automation for digital service
Nowadays, most customers are looking for quick and accurate solutions, something that is not always possible with traditional customer service. Common questions, which may have simple answers, take a lot of time to be answered by a customer service representative during a busy day.

And that’s a really bad thing for the audience experience!

Given this, it is best to invest in ways to automate the process. Chatbots , for example, help filter customers according to their needs, answering the most common questions and sending the rest to the right departments.

Likewise, some internal processes, such as data recording and reporting , can also be automated, saving your support team time and energy .

5. Analyze your performance
Along the way, you may make mistakes and not get the results you want. This is not a problem , as long as you identify these issues and can correct them in time.

However, this is an almost impossible task when you don’t have the resources to analyze your results. To do this, you need to establish your performance metrics and monitor them closely each month.

Based on the results, you can analyze whether there are any changes that need to be made. Without this, you will be making your investments completely blindly, making it much more difficult to obtain the results you want.

Check out now how service metrics can boost digital marketing in IT. Download the infographic!
6. Use a digital service platform
Last but not least, having the right tools is the best thing for your digital service. This applies to both internal processes, such as reporting and planning, and contact with the public.

In addition, of course, it acts as a digital support platform that centralizes data and tickets. In this sense, a Help Desk tool is one of the most useful investments you can make.

With it, you can manage a large number of contacts, distributing the services as necessary to all the agents and providing the necessary information to each of them.