Types of digital experience in customer service.

Digital technology is creating new opportunities for businesses to delight their customers with unique customer service experiences. Often associated with convenience, speed, and ease of use, digital channels like chat and private social messaging offer consumers interaction options that fit with their lifestyles. Businesses have been leveraging this newer technology to create exceptional, satisfying types of digital experiences - ones that customers value and increasingly expect. 

Competing on customer experience is the new battleground. No longer satisfied solely by low prices and great products, consumers now factor in "experience" when making purchase decisions. In fact, our benchmark research shows that 87% of consumers are more willing to buy products from a business that has provided them with an exceptional experience. Additionally, 55% of survey respondents were willing to pay more for great experiences.

This is no surprise to businesses, many of whom are prioritizing customer experience as a key focus area.

Here some examples of the types of digital experiences these organizations could create for customers seeking support:

Timely support

John is completing a very long mortgage application online. When he tries to submit it, he gets an error message. He searches the website's FAQs to try to solve his problem, to no avail. Next, he starts a chat session with a live agent, who asks for John's permission to co-browse so that he can see John's application. The helpful agent scrolls through what John has entered, quickly identifies the issue, and advises John about how to fix it. He stays on the chat session until he's sure John is taken care of. Problem solved! And unknown to John, his SSN that he entered into the application was masked so the agent couldn't see it, thus securing his personal data.

Improved outcomes with AI

Benny the Bot broadcasts a Facebook Messenger message to customers of Benny's Pizzeria to let them know about a fabulous new promotion. Mary opens the message and asks Benny the Bot if the promotion includes specialty pizzas. When she finds out it does, she places her order with the bot, which also cross-sells her some bread sticks and soda. Later, Benny the Bot messages Mary that the delivery driver is on his way. Chatbots like Benny can create many different types of digital experiences.

The best channel for the solution

Michael purchases a new garden shed that he has to assemble himself. Four hours after he starts, he has completed all the instructions but there are several unused parts. And the shed sure is wobbly! Michael uses his smartphone to access the manufacturer's website and sees there is an option to video chat with an agent. During the session, Michael shows the agent the leftover parts and the incorrectly assembled shed, and discusses his assembly process. The combination of discussion and visual evidence allows the agent to identify the issue and explain it to Michael. An hour later, the agent texts Michael to see how he's doing and Michael responds back with a photo of a successfully completed shed. Another satisfied customer!

What types of digital experiences can NICE help businesses deliver?

NICE CXone, the world’s #1 cloud customer experience platform, transforms your call center software – empowering exceptional agent and customer experiences: every channel, every time. Find out more about our digital capabilities and watch our recorded webinar, Digital-First Customer Service: The Future is Here Today, to find out how other businesses are creating the types of digital experiences their customers expect and value.

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.