Clients’ expectations are high and they are looking out for more from the brands they book with or buy from, and anticipate fast responsive support from customer service personnel.
Customers anticipate a smooth and calm digital experience every time they engage with your brand. This is regardless of whether they are looking for assistance while making a booking on your website, trying to book for dinner on their mobile app, or contacting customer care through a Twitter direct message with an inquiry about an upcoming conference. Digital customer service – the action of offering customer support through digital channels – has grown exponentially over the last few years. Talk of email, SMS / text messaging, live chat, Facebook, Twitter, WeChat, live chat or customer interactions through the website. Digital customer service is also known as digital customer experience, digital customer care, or digital customer support.
PRESENT SOLUTIONS
Digital channels, as well as the technologies that support them, are expanding every day. Apple and Google have made plain text messaging rich and this has made it possible to; have secure payments, schedule appointments, as well as, share refined content.
Chatbots can assist nearly every digital interaction and can be used as a complement to human interactions. The knack of mobile devices to explore, surf, shop and purchase products has presented the need for more web-based service channels that will assist guests remotely. This has impacted the increase of digital customer service solutions and possibilities of assisting customers in their preferred digital channels.
Clients’ expectations are high and they are looking out for more from the brands they book with or buy from, and anticipate fast responsive support from customer service personnel.
IMPORTANCE OF DIGITAL CUSTOMER SERVICE
CUSTOMER VARIETIES
Customers demand flawless and easy interaction with your business from several devices. They want to engage with your business whenever and wherever they like; and that every encounter meets their demand instantly. Brands are adopting a digital-first tactic to meet buyers wherever they are. Businesses should thus offer digital channels like SMS, live chat, and social media for customer service and support.
INCREASED ENGAGEMENT
Most companies are able to achieve increased engagement when communicating with customers through text messages. There is an increase in the number of customers who contact brands via texts as opposed to phone calls. In the hospitality industry, the ability to text for help on reservation is particularly helpful especially when travelers are on transit to, or already on-site, at a campground or park facility.
INCREASED CUSTOMER SATISFACTION
A business is able to handle everything from questions about different destinations, change of flights, and transfers in case of delay, to ordering a special meal in case they need special meals. Everything starting from questions about order status, to product recommendations, can be easily resolved through text messages. A brand is thus able to offer a more personalized experience to customers.
MINIMIZED COSTS AND RESOURCES
Brands can successfully reduce the number of phone calls they make by adapting messaging and chat. This goes a long way in cutting down on overhead expenses. With text messaging, a business can handle 5 to 8 conversations at a time. This enables businesses to handle many inquires when demand is at its peak. Messaging platforms mean that guests no longer have to waste time dialing “0” and waiting on hold to speak to a receptionist. Instead, they can get speedy solutions to their problems through a user-friendly customer service platform. This results in an enormously improved experience, leading to a high retention rate and customer loyalty.
STAYING AHEAD OF COMPETITION
Buyers seek for and do reservations with brands that are easy and efficient to engage with. Your competitors are rapidly adopting digital channels and capabilities in an  effort to meet customer demands. Spontaneous and effortlessly customer messaging options are crucial in the day-to-day marketplaces. Clients’ expectations are high and they are looking out for more from the brands they book with or buy from, and anticipate fast responsive support from customer service personnel.
Digital customer service platforms enable guests to connect with reservation or banqueting teams to resolve common queries. Automation can be used to handle frequently asked queries and the more complex queries can be forwarded to experienced and skilled customer service agents.
Radhiya Seraj is a Public Relations Officer at Kenya Utalii College. Email: mradhiya@utalii. ac.ke