It’s a challenging year for businesses. Yet, at the same time, some professionals see this as a chance to create new opportunities for innovating and better engaging with customers. One of the reasons for this shift is the digital transformation.
An IDG Research business impact survey found 59 percent of IT decision-makers highlights the pandemic as the cause of the speed of digital transformation efforts. Thanks to the efforts 64 percent of respondents say they see increased operational efficiency, and 58 percent say improved customer experience.
The reason for the increase is because the pandemic exposed how customer service at certain organizations often works in isolation. They failed to react quickly and decisively to customer feedback. Improving customer experience goes hand-in-hand with increasing operational efficiencies. Digital transformation in customer service and across the organizations would have a game-changing impact.
Furthermore, digital transformation also offers new means of engagement and resolution. In other words, they can direct customers to an online form that collects any needed information and triggers a workflow to process a replacement or return.
Organizations should move on from doing things the old fashion way. No more doing the hard-to-track manual practices. Professionals need to introduce a digital transformation platform to deliver on and automate processes. Once an organization has digitally transformed, then it can identify issues, assign teams, work on, and resolve them together.
COVID-19 has made us rethink the way we get things done. Digitally transforming an organization will reduce the issues coming into customer service and save costs (increase efficiency). At the same time, it’ll improve the customer experience.
