Consumer preferences for service have evolved— customers now routinely use digital channels to complete tasks that once kept phone agents busy. With growing options to assist customers, it has become more challenging for organizations to find a well-balanced customer experience that helps consumers find answers fast, allows for human assistance when needed and delivers operational efficiency.
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.
In this guide, we highlight 8 real-world implementations that are helping their organizations streamline operations, improve agent productivity, increase customer engagement and boost sales revenue. If you’re considering adopting live chat or a virtual assistant, read these case studies to see the benefits you could reap—and why the technologies work better together.