Digital transformation: how it can revolutionize customer service?

 The digital transformation is no longer a trend and is part of the reality of companies that want to remain competitive. This model encompasses the restructuring of business processes and has a digital culture as a driver of increased productivity, quality and modernization.


Many entrepreneurs think that the simple fact of having a good IT infrastructure and having their company immersed in digital channels, with a website, blogs and pages on social networks, already place the corporation as an exponent of digital transformation. The truth is that this process requires structural changes in all sectors of the company, placing technology as a central element.




This does not mean that only large companies can dive into the digital transformation. Cloud computing and cheaper technologies have enabled companies of various sizes and segments to adapt to this new reality. In this post, we will better understand how digital transformation can revolutionize customer service. Check out!


Enables the integration of multiple contact channels

A few decades ago, customer service, even at the IT help desks , was done almost exclusively via telephone. With the increase in the speed of the internet and the creation of specific software, the range of possibilities has increased, thus emerging e-mails, chats and SMS.


Currently, with the digital transformation scenario, channels have multiplied and so have access. Today, it is possible to do everything related to communication with a single device, be it a smartphone, tablet, computer, among others. Among the main forms of communication are:


turn on;

send an email;

send an SMS;

make a video call;

ask a question to a virtual assistant;

communicate via social networks;

among others.

The company that masters these tools and knows how to identify the preferences of its target audience will be able to communicate better with them. Offering an omnichannel service does not mean using all available channels, but focusing on those that are best accessed by your customer.


In our case, as support professionals, we deal with people who use smartphones and computers during working hours. Therefore, we have to offer the means of communication that adapt to these two devices and that are integrated with a help desk software .

In a nutshell, working as a Cyber Security Consultant means that you will be responsible for keeping a client’s data suitably protected and free from the risk of cyber attacks and related problems. 

Know more about the cyber security consultant salary.

By using the multiple integrated channels and a management software, you will be able to collect and manage the data resulting from this service and use it to improve your performance.

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