As the business world becomes increasingly competitive, firms are continually being driven to improve efficiencies and effectiveness. However, at the same time, technology is allowing consumers to exert even more control over the entire sales experience. It is therefore critical that businesses position themselves to be even more attuned and responsive to consumers’ feedback and needs.
Digital customer care, which has also been dubbed “e-care”, has been growing in popularity over the past few years, and generally is seen as a progression from the traditional in-store service counter and the customer care call centre. E-care tends to involve the delivery of customer service via a broad range of digital platforms including: e-chats; social networks; virtual assistants; web-based user accounts, discussion forums, and mobile/cellular phones. MORE