Digital support: its definition and the technology needed to provide it.

Digital support is customer service delivered via digital channels such as email, chat, mobile apps, social media, and more. This allows consumers to interact with businesses using their smartphones, tablets and computers. Customers consider digital support to be convenient because it provides choices that match their digital lifestyles. Each channel has its own characteristics in terms of speed and level of agent support, so there's a channel for just about every support scenario. 

Businesses can choose which digital support channels to offer based on factors like customer demographics and channel maturity. Websites, email, and chat are among the most popular digital channels, while emerging channels such as video chat are still gaining traction. Regardless of the mix of digital support channels, organizations need to implement and take a truly unified omnichannel approach, rather than just bolting on channels in individual silos. To do this, businesses need the right technical solutions.

Features of omnichannel digital support solutions.

Cross-channel reporting

When you add digital support to the mix, the customer journey becomes more complex. Unified cross-channel reporting allows businesses to monitor and optimize the journey as well as the omnichannel contact center performance.

Omnichannel routing

Good digital support solutions include the ability to route all interactions in a unified manner through the same interface according to configurable, intelligent rules established by the business. This helps ensure customer contacts are routed to the right agent at the right time and handled in a timely fashion regardless of what channel the customer used.

Omnichannel workforce management

Providing multiple channels requires smart workforce management software that can forecast volume from all channels and then schedule multi-skilled agents. No small task.

Robust, extensible contact center platform

Foremost, an organization’s contact center software needs to accommodate and integrate multiple digital channels. This includes being flexible enough to easily add other digital channels in the future, even ones that haven't been invented yet.

Unified agent desktop

Multi-skilled agents need tools to make them successful at providing integrated digital support. This means providing them access to contacts from all channels they support in a single, well-designed interface. Additionally, an integrated inbox will ensure that all their contacts are in one convenient location.

NICE provides the digital support tools that businesses rely on.

NICE CXone is leading a new era of Smart Digital Conversations by eliminating traditional barriers to exceptional omnichannel customer experiences with new innovations across your contact center operations. NICE CXone Interaction Channels provide over 30 options to connect with customers in their channel of choice and offer a consistent journey across all the channels they use. Download our brochure and see why NICE is the right partner for your digital support needs.

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channel
Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.

Related resources
Case Studies

Best Practice: The Power of a Digital First Contact Center

Your customers have different preferences in how they want to contact your business. Hear from NICE customer, ESCI on how opening digital channels transformed their contact center, improved agent productivity and drive down costs for their contact center.