In the past, customer service mostly relied on traditional channels such as email, phone and face-to-face contact. Digitisation is accelerating and end users' demands are changing due to a monumental shift towards a mobile first economy. Customers have been raising the bar for customer service, and have been making contactless transactions via mobile the new normal. With staff working remotely all over the world, internal processes are becoming digitised. Over the last 5 years, people have been relying on digital support more than ever. Digitisation: The Main Driver of Changing Customer Support
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