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  1. Provides the approaches and practices for the delivery of Digital Customer Service.
  2. Provides guidance on the various types of digital channels and how to avoid the common mistakes that have a negative impact on customer experience.
  3. Highlights the key techniques and skills to deliver excellent human supported Digital Customer Service.


Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.

As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.

This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It includes the eight most commonly used digital channels and the mistakes to avoid. Finally, it highlights the essential techniques and skills (e.g. personalization and empathy) required of service agents, as well as the best practices to manage an omnichannel support system.


1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service


1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success

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Source: Digital Customer Service PowerPoint document

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Digital Customer Service

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File Type: PowerPoint (pptx)

File Size: 20.6 MB

Number of Slides: 100 (includes cover, transition slides)

Related Topic(s): Customer Service

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Initial upload date (first version): May 7, 2022
Most recent version published: May 9, 2022

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