So Much More than just Email and Web Chat
The digital customer service universe is evolving rapidly.
Contact center adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing,
is growing very rapidly. Mobile Apps, while tightly tied to mainstream adoption of smartphones, have been around for a while and are gaining
traction, even though contact center support has been lagging behind consumer adoption.
While 1st Gen channels are “alive and well”, with chat currently having the highest
growth rate of all contact center channels, customers today are rapidly moving
beyond those first-generation channels.
Next generation digital channels include social platforms such as
Facebook, LinkedIn, Twitter, etc. as well as advanced messaging
like WhatsApp, WeChat, Facebook Messenger, Apple Business
Chat and many others. Social and messaging are well on their
way to become mainstream contact center channels.
Please fill all the required * fields.