Digital engagement channels, whether through self-service options like a virtual assistant or through the one-on-one personal attention of live chat, give customers the personalized, immediate assistance they want.
On their own, they deliver fast, contextual assistance while cutting the cost-to-serve and taking strain off the contact center. But, the best experiences - the most satisfying, personalized and efficient ones - are delivered through a combination of self - service and human-assistance.
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