The case for digital customer service has never been stronger, as consumers make fewer trips to physical stores to resolve issues and many companies run reduced call center services. While speaking with an agent on the phone remains the preferred method for customer service, it’s one of the most costly options. Plus, agents can only deal with one query at a time. Companies can boost efficiency by offering online chat on site or social media, which enables agents to handle multiple queries at once. Combining online chat with other self-service options such as searchable FAQs can reduce volumes an estimated 20-40%, therefore helping to lower handle times and cost per contact across all channels.

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