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Article 9 min read

Digital-first customer service – it’s good for customers and the bottom line

Phone-dominant service solutions are no longer sufficient to meet customers’ needs. Enterprise companies can improve the customer experience and cut operational costs by expanding their digital service offerings.

By Teresa Anania , Vice President of Global Customer Success

Last updated September 7, 2021

The way customers expect to interact with businesses has changed. Service has moved from customers calling at the first sign of trouble to wanting to communicate with businesses on more convenient digital channels they’re already using in their personal lives – email, live chat and messaging apps like WhatsApp and Facebook Messenger. Customers also expect support to be available 24/7 via self-service and AI solutions such as chatbots.

Phone-dominant service solutions are no longer sufficient to meet customers’ needs, and the pandemic has only increased their demands for digital support offerings. Businesses that were already providing digital-first experiences for their customers before COVID-19 were better equipped to offset surges in customer requests when phone lines were jammed and connect remote teams at the frontlines of the customer journey. Digitally savvy leaders are setting the standard for a good customer experience and, as a result, customers have come to expect that same quality of service from every brand. Today’s customers have little patience for businesses with limited digital channels, with 80% reporting that they’ll go to a competitor after more than one bad experience, according to Zendesk’s 2021 Customer Experience Trends Report.

What’s more, McKinsey found that service organisations that use technology to revamp the customer experience can reduce cost to serve by 20% to 40% and boost conversion rates and growth by 20% – meaning digital customer service experiences don’t just lead to more satisfied customers, but also a better bottom line.

How to build a successful digital-first service strategy


Customer service transformation made easy

Transforming customer service doesn’t have to be complicated. Elevate your customer service by deploying Zendesk’s full-service omnichannel solution. Provide agents with a unified workspace that connects conversations across channels with customer data from other sources via out-of-the-box or customised integrations. Deliver more personalised support at scale, while increasing productivity and cutting costs. Start your free Zendesk trial today.

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