In the modern, digitally inter-connected business ecosystem that exists today, almost all customer journeys begin at a digital touchpoint. Millennials and Gen Z who have grown up in the lap of technology and form the biggest piece of the consumer pie have different expectations when it comes to customer service. They want businesses to solve their problems quickly. But even more importantly, they'd like to have the facility and flexibility to solve their problems on their own.
Empower this new DIY Generation of customers by switching over to digital channels which can not only take considerable pressure off your agents but also satisfy your customers better.