Digital Customer Service (DCS)   105-slide PPT PowerPoint presentation slide deck (PPTX)
$79.00

Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Log in to unlock full preview.
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Digital Customer Service (DCS) (105-slide PPT PowerPoint presentation slide deck (PPTX)) Preview Image
Arrow   Click main image to view in full screen.

Digital Customer Service (DCS) (PowerPoint PPTX Slide Deck)

PowerPoint (PPTX) 105 Slides

Top 250 Best Practice $79.00
Developed by a seasoned CX Consultant with global experience at industry giants like Microsoft and IBM, this presentation is your gateway to elevating effortless experience and maximizing customer satisfaction.
Add to Cart
  


Immediate download
Fully editable PowerPoint
Free lifetime updates

BENEFITS OF DOCUMENT

  1. Provides the approaches and guidance to reshape your strategy for serving customers who have come to expect digital-first interactions.
  2. Describes the various types of digital channels and how to avoid the common mistakes.
  3. Highlights the key techniques and skills to deliver excellent human assisted Digital Customer Service.

DESCRIPTION

This product (Digital Customer Service [DCS]) is a 105-slide PPT PowerPoint presentation slide deck (PPTX), which you can download immediately upon purchase.

In this Digital Customer Service presentation, we navigate the evolving landscape of customer preferences, emphasizing the need for transformation in customer service to meet digital demands. We explore how digital experiences have shifted customer engagement and introduced Digital Customer Service.

Digital Customer Service involves delivering support through various digital channels, including websites, live chat, email, social media, and messaging platforms, transforming conventional practices.

While technology has brought complexity to customer service, the true potential of Digital Customer Service emerges when digital self-assistance and human intervention merge seamlessly, offering benefits like increased revenue, reduced costs, and improved customer satisfaction.

This presentation is a valuable guide for customer service professionals and visionary leaders, offering insights into establishing a frictionless omnichannel support system. It covers eight widely adopted digital channels, highlights pitfalls to avoid, and focuses on essential skills for service agents, including personalization and empathy. As the digital landscape reshapes the customer-business dynamic, this presentation serves as a compass, guiding toward customer-centric excellence.

LEARNING OBJECTIVES

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.

CONTENTS

1. Introduction and Key Concepts of Digital Customer Service
•  The Era Of Smart Customers
•  Driven By Technology, Digital Is The New Way Of Thinking & Doing Things
•  Customer Experience – A Tale Of Two Perspectives
•  What Is Digital Customer Experience?
•  The Seven Customer Journey Stages To Consider In Digital Experience
•  Examples Of Touchpoints Along A Digital Customer Experience Journey
•  Some Facts About Digital Customer Experience
•  Increased Demand For Digital Customer Service
•  What Is Digital Customer Service?
•  Three Myths Of Digital Transformation Of Customer Service
•  The Term "Digital Customer Service" Can Mean Different Things To Different People
•  What Digital Customer Service Is Not
•  Who Wins When Customer Service Achieves Digital Transformation?
•  Why Is Digital Customer Service Important?
•  Examples Of Digital Customer Service
•  The Ideal Digital Service – Balancing The Human Touch Of Traditional Channels And The Efficiency Of Digital
•  Consumers Embrace Digital But They Still Call For Support
•  Why Does Digital Customer Service Fail?
•  Excellent Digital Customer Service Entails Personalization & Empathy
•  Omnichannel Is The Prerequisite For A Great Customer Experience
•  Benefits Of Building An Omnichannel Experience
•  Top 10 Preferred Channels By Customers

2. Approaches and Practices of Digital Customer Service
•  Strategies For Building An Effective Digital Customer Service
•  How Can You Develop An Omnichannel Approach?
•  Digital Customer Service Channels
•  Live Chat
•  Chatbots
•  Email
•  Mobile Messaging
•  Social Media Platforms
•  Video Chat
•  "Contact Us" Form
•  Knowledge Base
•  Social Groups & Online Communities
•  Phone Support
•  Common Mistakes To Avoid
•  Digital Customer Service – Do's
•  Digital Customer Service – Don'ts
•  What Is Digital Self-service?
•  Common Goals Of Digital Self-service
•  Common Digital Self-service Solutions
•  8 Tips For Making Digital Self-service Amazing

3. Techniques and Skills for Human Supported Digital Customer Service
•  Onboarding Service Agents To Digital Customer Service
•  Top 5 Skills To Improve Your Digital Customer Service
•  The Human Touch Still Matters In Digital Customer Service
•  Great Customer Service Starts With An Attitude
•  Displaying Customer Service Attitude
•  3 Parts Of Effective Listening
•  Empathy
•  Personalizing
•  Ways Of Personalizing Your Service
•  Adapting
•  How To Adapt To Our Customer?
•  The Basics Of Effective Phone Techniques
•  The 5 A's Of Service Recovery
•  Measuring Customer Service Success
•  Performance Management System For Delivering High Quality CX Interactions

4. Pitfalls to Avoid and Factors for Success
•  4 Common Mistakes In Omnichannel Strategy
•  4 Imperatives To Promote Success In Digital Customer Service
•  Best Practices To Manage Omnichannel Customer Support

This presentation also delves into the evolution of communication and its impact on customer service. It provides actionable strategies for building an effective digital customer service framework.

Got a question about the product? Email us at support@flevy.com or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Best Practices in Customer Service, Service Excellence PowerPoint Slides: Digital Customer Service (DCS) PowerPoint (PPTX) Presentation Slide Deck, Operational Excellence Consulting


$79.00
Developed by a seasoned CX Consultant with global experience at industry giants like Microsoft and IBM, this presentation is your gateway to elevating effortless experience and maximizing customer satisfaction.
Add to Cart
  

ABOUT THE AUTHOR

Author image
Additional documents from author: 242
Terms of usage (for all documents from this author)

Operational Excellence Consulting, founded in 2009 by Allan Ung, draws from extensive experience at Microsoft, IBM, and Underwriters Laboratories (UL). Specializing in strategy deployment, customer experience design, and operational excellence, we empower global individuals and organizations to drive transformative growth and innovation. By maximizing ... [read more]

Ask the Author a Question

Must be logged in

Did you know?
The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.




Trusted by over 10,000+ Client Organizations
Since 2012, we have provided best practices to over 10,000 businesses and organizations of all sizes, from startups and small businesses to the Fortune 100, in over 130 countries.
AT&T GE Cisco Intel IBM Coke Dell Toyota HP Nike Samsung Microsoft Astrazeneca JP Morgan KPMG Walgreens Walmart 3M Kaiser Oracle SAP Google E&Y Volvo Bosch Merck Fedex Shell Amgen Eli Lilly Roche AIG Abbott Amazon PwC T-Mobile Broadcom Bayer Pearson Titleist ConEd Pfizer NTT Data Schwab




Read Customer Testimonials

 
"As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor "

– Michael Duff, Managing Director at Change Strategy (UK)
 
"As a niche strategic consulting firm, Flevy and FlevyPro frameworks and documents are an on-going reference to help us structure our findings and recommendations to our clients as well as improve their clarity, strength, and visual power. For us, it is an invaluable resource to increase our impact and value."

– David Coloma, Consulting Area Manager at Cynertia Consulting
 
"Flevy is now a part of my business routine. I visit Flevy at least 3 times each month.

Flevy has become my preferred learning source, because what it provides is practical, current, and useful in this era where the business world is being rewritten.

In today's environment where there are so "

– Omar Hernán Montes Parra, CEO at Quantum SFE
 
"[Flevy] produces some great work that has been/continues to be of immense help not only to myself, but as I seek to provide professional services to my clients, it gives me a large "tool box" of resources that are critical to provide them with the quality of service and outcomes they are expecting."

– Royston Knowles, Executive with 50+ Years of Board Level Experience
 
"The wide selection of frameworks is very useful to me as an independent consultant. In fact, it rivals what I had at my disposal at Big 4 Consulting firms in terms of efficacy and organization."

– Julia T., Consulting Firm Owner (Former Manager at Deloitte and Capgemini)
 
"I have used Flevy services for a number of years and have never, ever been disappointed. As a matter of fact, David and his team continue, time after time, to impress me with their willingness to assist and in the real sense of the word. I have concluded in fact "

– Roberto Pelliccia, Senior Executive in International Hospitality
 
"I have found Flevy to be an amazing resource and library of useful presentations for lean sigma, change management and so many other topics. This has reduced the time I need to spend on preparing for my performance consultation. The library is easily accessible and updates are regularly provided. A wealth of great information."

– Cynthia Howard RN, PhD, Executive Coach at Ei Leadership
 
"One of the great discoveries that I have made for my business is the Flevy library of training materials.

As a Lean Transformation Expert, I am always making presentations to clients on a variety of topics: Training, Transformation, Total Productive Maintenance, Culture, Coaching, Tools, Leadership Behavior, etc. Flevy "

– Ed Kemmerling, Senior Lean Transformation Expert at PMG


Your Recently Viewed Documents

Customers Also Bought These Documents


Customers Also Like These Documents

Related Management Topics


Customer Service ISO 9001 KPI Human Resources Diversity Onboarding Quality Management & Assurance Employee Management Kaizen Performance Management Goal Setting Workshops Creativity Lean Game Benchmarking Objectives and Key Results Psychology Problem Solving Customer Care Operational Excellence Contact Center Continuous Improvement Business Process Management

Receive our FREE presentation on Operational Excellence

This 50-slide presentation provides a high-level introduction to the 4 Building Blocks of Operational Excellence. Achieving OpEx requires the implementation of a Business Execution System that integrates these 4 building blocks.