Optimizing Your Customer Experience (CX)
Across Digital Support Channels
By: Lanze Zingale
Executive Vice-President and General Manager – Sykes Enterprises, Inc.
Customers want easy and fast answers. Where they turn for support varies based on a number of factors. These include individual preferences, support channel availability, and the perceived or realized effort involved in getting a resolution. With the use of chat, social media care and email support on the rise, one thing remains clear: brands that effectively digitize the customer experience will gain a distinct competitive advantage. Businesses hoping to thrive in this environment must deliver a seamless customer experience across channels, including chat, social media and web- based self-help tools.