Blend the Digital and Human Customer Experience
More and more companies are blending digital and human experiences in their customer service efforts. The problem is that neither solution is ideal 100% of the time. Sometimes the digital experience goes awry, and just doesn’t have the answers to the precise questions that are being asked. Sometimes a live person isn’t as good an option as an instruction video or other digital option. The trick is to strike a balance between the digital and the human. It’s about knowing when and where to switch—and the answer is the point of friction.
Learn what that means and how to create a frictionless customer experience in this week’s video!