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The transformation of communication in past decades has been very influential. Not just on the personal front, it has also created a significant impact on the business front. The process and way of communicating with each other has changed. For organizations to stay competitive and updated, adopting new forms of communication is crucial. Rising digitalization is a critical factor in this transformation.
What is digital customer service?
Customer service is serving clients with critical requirements and solving their concerns. Digital customer service uses digital means such as live chat, chatbot, website support, social media, and other messaging services. Owing to the rising digitization and e-commerce services, companies have started transforming their conventional customer service per their services and products.
Various research has shown that e-commerce businesses will rise with an exponential growth rate. Most people in the future will be shopping and taking services online, making it essential for companies to convert their conventional customer service into digitized. There is no sense in offering traditional customer service to match customer needs and preferences.
Convention customer service v/s digital customer service.
Customers have changed how they purchase products and services, so companies have changed how they offer services. Traditional customer services include personal meetings, telephone calls, faxes, and feedback forms. Some of these are now considered outdated. However, the telephone is the most influential way of communication and is now used by various companies as a prime channel for customer service. However, telephonic conversation can sometimes frustrate customers, who prefer to receive calls sparingly. Digital customer services can be offered without direct calls in other ways such as live chat, social media channels, and chatting support.
Benefits of digital customer service
- The most impactful benefit of digital customer service is its convenience to businesses and customers. It is accessible from anywhere unless you have an internet connection. The convenience of digital services is impressive for customers.
- As everything is on the web with internet connectivity, digital customer service eliminates waiting barriers. Customers need not wait to discuss face-to-face with an executive; they can look for solutions on the digital platform.
- Digital customer services are more cost-effective as compared to traditional customer service. With digital services, an executive can handle and manage one or more customers simultaneously, while with conventional services, one customer at a time requires dedicated executive support.
- Customer satisfaction is the most essential factor in gaining a customer base. Every company tries to satisfy its customers to convert them into long-term customers. Digital customer service enhances customer satisfaction with faster services and reduces service time.
Digital customer service channels includes:
- Contact forms
- Website chatbot
- Mobile Messaging
- Dedicated apps
- Social media support
Every digital customer service channel mentioned above has its strengths and capabilities. These channels initiate better customer relationships and complete all the necessities required to fulfill all customer needs and choices. Communication is a skill that can lead to a high customer base. All businesses should learn and understand the importance of digitalization in customer service and implement the changes.