Digital channels such as live chat, mobile apps, and self-service are becoming much more widely used by customers. The positive side of this is that digital channels are less expensive for contact centers to support. But when contact centers try too hard to force traffic into digital channels, the down side can be poor customer experience, which can result in customer dissatisfaction and churn. Read the following tips that should be considered when trying to support digital channels for cost savings while also improving customers’ experiences.
