Digitalization is currently taking over customer service, stressing importance of service channels in a new way and changing balance between service channels, information contents and response times. Customers’ service expectations change quickly. Selling combined with the customer service has become a critical activity of a successful service.
DIGItal customer service is already here
An emerging expansion of digitality in customer service is sculpturing both the multiple customer service channels and the customer service palette in general. In addition, the Internet and work automation are raising their impact in the society in a such a way that in turn creates in companies an increasing need to offer almost 24/7 available customer service on their web sites.
Nesenta is focused on contact center and information services as well as research and coaching related to these production areas. Innovative information management, a large resource capacity and focused competence in our selected business sectors create a solid foundation for well-balanced outsourcing solutions.
digital transformation trends
Customer service automation and digital channels have been already quite a long time on the list of digital trends. The latest technology solutions have made these trends to became available to companies. The mainstream trend, such as AI, text and voice recognition techniques are taking over, and will remarkably reshape the customer service operations in the near future.