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The Ultimate Guide to Digital-First Customer Service

Digital transformation has reached the customer service organization, and brands have adopted “omnichannel” as a result. Yet omnichannel as a strategy leaves a lot to be desired: it creates siloed, disconnected experiences for the consumer — and the channels that are used often most lead to long wait times and operational inefficiencies.

Creating a fluid, connected experience for the consumer is key — and that is precisely the objective of this eBook: helping B2C brands build a customer-centric strategy by using channels that are convenient for the customer and by leveraging tools and automations that make support cost-effective and scalable for the brand.

Inside this guide, you will find all the context, worksheets, infographics and data-driven analysis that you need to get started with effective digital-first customer service.

Additional Resources

Ticket Automation and Escalation Infographic

Reduce Support Costs with Digital-First Service

Introducing Connected Consumer Conversations and Helpshift for Phone